Customer Success Manager
Redwood City, CA
Customer Success /
Full Time /
Hybrid
COMPANY
Propel Software transforms the way product companies work. Our product value management platform connects commercial and product teams to optimize decision making, drive process efficiencies, and engage customers with compelling products and experiences. Propel has a proven track record of improving product quality, speeding time to revenue and profit, and improving customer satisfaction. Recognized as a Deloitte Technology Fast 500 winner and one of Fortune’s Most Innovative Companies in America, Propel is built on Salesforce and drives product success for hyper growth startups, corporate pioneers, and Fortune 500 leaders in the high tech, medtech and consumer goods industries.
TEAM
The CSM team is responsible for the customer journey from signing, implementation, go live and retention. The CSM team is driven to ensure our customers are happy and referenceable. We are focused on knowing our customers, anticipating issues and addressing them immediately. We work with our customers to define their key business success metrics with Propel to ensure we meet those consistently.
ROLE
We are looking for a seasoned Customer Success Manager to join our team in supporting our clients across the globe. You will be responsible for managing relationships, ensuring adoption, and driving value. We are looking for people who can ensure success with our fast growing list of customers. In this role you will own the relationship from adoption to renewal and expansion. Secondary responsibilities include product utilization trend analysis and reporting, suggesting product improvements from customer feedback, and notifying customers of product releases or improvements.
In this role you can expect to:
- Engage proactively with a portfolio of named accounts to understand evolving needs, business goals, and challenges, and align solutions using our products and services.
- Build and nurture strong relationships with key stakeholders, fostering trust and becoming a trusted advisor.
- Conduct bi-annual executive business reviews to confirm strategic alignment, review joint roadmaps, and track progress toward shared goals.
- Drive product adoption and value realization post-implementation, providing training, resources, and best practices to ensure success.
- Monitor customer engagement and usage data to identify risks, resolve issues in collaboration with internal teams, and recommend product enhancements.
- Grow and retain customer accounts by identifying upsell and cross-sell opportunities, supporting account management, and ensuring high renewal rates.
- Advocate for the customer internally, influencing product development and strategic decisions to enhance the overall customer experience.
To be successful in this role, you bring:
- 3+ years of experience as a Customer Success Manager in SaaS or enterprise software
- Experience communicating and presenting to executive-level customers
- Solid problem-solving skills, critical thinking, and a proactive, customer-focused approach.
- Strong organizational and time management skills, capable of handling multiple customer accounts and priorities
$110,000 - $115,000 a year
We take into account an individual’s location, qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined through relevant factors.
Authorization to work in the United States is required; please note that at this time, Propel is not sponsoring visas for any positions.
Everyone belongs here
At Propel Software, we’re building a team where different perspectives are valued and every voice is heard. We’re proud to be an equal opportunity employer and consider all applicants without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or any other protected characteristic. If you need support or accommodations during the hiring process, we’re here to help—just let us know.
