Full-Time

Director of Customer Success

Posted on 9/17/2024

Propel

Propel

51-200 employees

App for managing benefits and jobs

Consumer Software
Social Impact

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 & 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. It also offers personalized deals, such as coupons, and job postings that cater to various schedules, helping users save money and find work. Propel stands out from competitors by specifically addressing the needs of low-income individuals who are often neglected by traditional tech solutions. The company's goal is to enhance the user experience of America's safety net and assist users in navigating challenges like Medicaid churn.

Company Stage

Grant

Total Funding

$85.6M

Headquarters

New York City, New York

Founded

2014

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Providers app has over 5 million users across all 50 states and 3 territories.
  • Partnerships with businesses offer tailored deals, increasing user savings and app engagement.
  • Rising gig economy interest aligns with Providers' job posting feature, expanding user opportunities.

What critics are saying

  • Increased competition from fintech solutions like Pathward's SpendIT SendIT tool.
  • Potential brand confusion with another company named Propel, leading to dilution.
  • Medicaid 'unwinding' may strain Propel's capacity to assist all affected users.

What makes Propel unique

  • Propel's Providers app offers instant EBT balance-checking, a unique feature for users.
  • The app provides tailored offers and job postings, enhancing user financial opportunities.
  • Propel focuses on low-income Americans, a demographic often overlooked by tech innovation.

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Benefits

Generous vacation policy

Unlimited sick days

Medical, dental, & vision coverage

401k with employer match

16 weeks parental leave

New tech tools

Remote first

INACTIVE