Propelus

Senior Customer Success Manager – Data Solutions

Propelus

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $130,000 per year

Job Level

Senior

About the role

  • Manage Strategic Accounts: Act as the primary advisor for high-value data customers, using your knowledge of identity compliance and verification data to help them succeed.
  • Technical Onboarding: Lead the integration process for customers using our REST-based APIs, ensuring they connect quickly and correctly.
  • Build the Process: Work with Customer Success Leadership to create and standardize workflows for Support and Professional Services as this new product line scales.
  • Own the Commercial Cycle: Handle the full commercial lifecycle, including negotiating renewals and identifying expansion opportunities.
  • Resolve Technical Issues: Take a hands-on approach to account health by resolving technical support tickets and facilitating escalations to the Dev team.
  • Identify Headcount Triggers: Recognize when technical tasks should be transitioned to dedicated Support or PS teams and design the workflows to make those hand-offs seamless.
  • Influence the Roadmap: Turn customer feedback into clear, actionable requests for our Product team to improve product-market fit.

Requirements

  • A proven track record in B2B SaaS Customer Success managing enterprise-level accounts.
  • Direct experience in Professional Background Verification, Identity Compliance, or Workforce Credentialing.
  • You should be familiar with the high stakes of managing sensitive consumer data and primary source information (e.g., knowledge of FCRA, NCQA, or similar regulatory standards).
  • Experience launching or scaling a new product line as a founding CSM. You know how to define the initial customer journey, set value milestones, and build the strategic framework for a new offering.
  • You are comfortable with APIs and technical troubleshooting. You can take a technical API challenge and explain its business risk or impact to a C-suite stakeholder clearly and effectively.
  • Adept at synthesizing customer behavior and friction points into strategic insights for Product teams to help achieve better product-market fit.
  • You enjoy building workflows from scratch and finding ways to make teams more efficient.
  • Proficiency with CS platforms (like Gainsight) and CRMs (like HubSpot).
Benefits
  • Professional development allowance to help you grow in the ways that mean the most to you.
  • Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
  • 401K with company matching, as well as financial planning education and resources.
  • Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
  • Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
  • Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
  • Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
  • We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
REST APIstechnical troubleshootingcustomer journey definitionvalue milestone settingworkflow buildingstrategic framework developmentB2B SaaSenterprise account managementdata compliancebackground verification
Soft Skills
customer success managementnegotiationinfluencingstrategic insight synthesisproblem-solvingcommunicationteam efficiency improvementhands-on approachadaptabilityleadership