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Full-Time

Director of Customer Success

Confirmed live in the last 24 hours

Propel

Propel

51-200 employees

Mobile app for managing social benefits

Social Impact
Healthcare
Consumer Software

Compensation Overview

$200k - $240kAnnually

+ 10% Bonus + Equity + Excellent Benefits

Senior, Expert

Brooklyn, NY, USA + 1 more

More locations: United States

Hybrid option available with Brooklyn as a location.

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Communications
Requirements
  • 10+ years of customer success or account management experience, preferably in a high-growth start-up environment
  • Experience in the digital advertising and ecommerce industries
  • 3+ years of experience leading and managing an account management team with varying degrees of experience (junior to senior level)
  • A proven self-starter comfortable navigating ambiguity
  • A customer-focused mentality and passion for crafting a top-quality customer experience, and an ability to balance the needs of the customer with those of the business.
  • Deep knowledge of customer success best practices and experience coaching others
  • Demonstrated strategic approach and ability to identify opportunities, challenges, and risks and put in place appropriate measures to take advantage of or mitigate them
  • Strong problem-solving and quantitative analytical skills
  • Excellent written and oral communication skills
  • Deep expertise navigating external customers and internal teams, experience working across functions, driving alignment and delivering results
  • Passion for building a business with a strong social mission at the intersection of private and public sectors
Responsibilities
  • Lead a high-performing team: Coach and manage our team of Account Managers as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Create a fun, exciting, high-service culture internally and externally. Become a expert on Propel’s products, our users, business position, and our market
  • Drive our client strategy: Help expand our evolving product suite by understanding client needs and identifying new strategic opportunities for Propel. Engage meaningfully with our key enterprise accounts, developing deep relationships with your counterpart at high-value customers.
  • Coach and develop talent: Develop and implement a robust onboarding and learning and development programs to ensure new team members can add value quickly, and the existing team is constantly improving their skills.
  • Set the targets: Establish goals that push the team to a new level of growth and success, with metrics to measure individual and team performance.
  • Dig into the data: Work with the data and business operations teams to develop practices and processes to enable analytical problem-solving and data tools to advise customers on campaign setup, optimization & growth.
  • Drive us forward: Develop and deliver account-level reporting to leadership that ensures we have a strong understanding of the health of the business and high-fidelity forecasts. Identify tools and processes needed to create efficiency and leverage for the team.

Propel focuses on improving access to social welfare for low-income Americans through its mobile app, Providers. This app allows users to easily check their EBT balances without needing to call a customer service number, making it more convenient for them to manage their benefits. Additionally, Providers offers personalized coupons and resources to help users save money, as well as job postings that cater to various schedules, from short-term gigs to full-time positions. Propel differentiates itself from competitors by specifically targeting the needs of low-income individuals who are often neglected by traditional tech solutions. The company's goal is to create a more user-friendly safety net and to raise awareness about issues like Medicaid churn, ensuring that users can navigate these challenges effectively.

Company Stage

Series B

Total Funding

$68.3M

Headquarters

New York City, New York

Founded

2014

Growth & Insights
Headcount

6 month growth

2%

1 year growth

2%

2 year growth

5%
Simplify Jobs

Simplify's Take

What believers are saying

  • With over 5 million users across all 50 states and 3 territories, Propel has a significant and growing user base.
  • Partnerships with companies like Papa Murphy's and Code for America enhance the app's value proposition by offering users additional savings and resources.
  • Recent funding rounds, including a €2.5 million seed funding and a $50 million investment, provide Propel with the financial backing to drive growth and innovation.

What critics are saying

  • The reliance on partnerships for revenue generation could be a vulnerability if these partnerships do not yield expected results.
  • Navigating the complexities of Medicaid churn and other evolving social welfare issues may present ongoing challenges.

What makes Propel unique

  • Propel's Providers app uniquely targets low-income Americans, a demographic often overlooked by traditional tech innovation.
  • The app's ability to offer instant EBT balance-checking and tailored offers provides a user-friendly experience that is unmatched in the social welfare sector.
  • Propel's proactive approach to addressing Medicaid churn post-pandemic showcases its commitment to evolving user needs and public health issues.

Benefits

Generous vacation policy

Unlimited sick days

Medical, dental, & vision coverage

401k with employer match

16 weeks parental leave

New tech tools

Remote first