Client Success Manager

Who We Are: We’re builders, entrepreneurs, and problem-solvers who draw our inspiration from the incredible leaders we serve. Nearly 15 years ago, we set out to find a better way to help the country’s leading startups navigate the financial hazards that follow their first institutional funding. Today, Propeller’s 350+ full-time professionals on three continents are proud to be considered the premier finance and accounting partner to many of the most iconic emerging companies across the CPG, DTC, Technology, Crypto, and Professional Services industries. We are more than just an outsourced CFO and accounting provider; we are a growth partner for our clients. With a best-in-class technology platform, coupled with unparalleled data and workflow optimization tools, we give founders the visibility and confidence to make smarter decisions. 

Title:  Client Success Manager 

Reports To: Head of Client Success

Location:  Remote (In person meetings as needed) 

We are expanding our Client Success team and are looking to hire an experienced Client Success Manager to help cultivate trusted client relationships to drive value and build long-term client satisfaction. The Client Success Manager will work in partnership with the Services delivery teams as well as Sales, Marketing, and Partnerships to support and maximize the client engagement and business value of our existing portfolio of clients.

The Client Success Manager will have experience and a passion for enabling clients, working with business owners, partnering with cross-functional teams, knowledge of the diverse industry landscape, and a thirst to learn. Additionally, this person will be instrumental in upselling and cross-selling engagement opportunities.

We're looking for a strategic-minded individual with a proven track record of managing long-term, strategic relationships with exceptional interpersonal and analytical skills. You'll have opportunities to implement, build, and nurture relationships with our clients -from well-known, established companies to the next Y Combinator unicorn! 

Responsibilities:

• Support and foster client relationships in partnership with the Sales and Services teams. Ensure we are meeting our clients’ goals by successfully adopting Propeller services through retention, engagement, and client satisfaction.
• Understand client needs and pain point thresholds, then assess those risks through sentiment and data insights to effectively communicate remediation opportunities back to internal teams (e.g., Sales, Services, etc).
• Provide a high-touch experience and proactively advise better ways of using Propeller services to optimize value and desired outcomes.
• Analyze client account trends and provide feedback to internal stakeholders to ensure quality standards and client requirements.
• Create client deliverables (presentations, business process enhancements, strategy recommendations, and updates) suitable for a diverse set of constituents from senior executives to stakeholders.
• Develop and maintain extraordinary relationships with clients to ensure a great client experience and retention while helping to grow our incremental revenue.
• Act as a point of escalation for your customer’s critical issues for account teams to provide engagement support or remediate immediate escalations with short/long term solutions.
• Closely track metrics like CSAT, NPS, and onboarding engagement rate to ensure the client is gaining the intended value from the service.

Qualifications & Capabilities:

• 5+ years relevant work experience in client-facing customer success, account management, or strategic consulting organization.
• It is critical that the person in this role is a self-starter, a creative problem solver, strategic, and willing to go above and beyond for client satisfaction.
• Ability to navigate client organizational structures to identify and build long-term relationships with key account executives and partners.
• Maintains knowledge of market trends, competitive insights, and client success industry trends.
• Excellent communication, facilitation, and presentation skills to keep clients engaged in both virtual and onsite environments.
• Proven track record servicing strategic accounts, ability to prioritize work, and excellent time management skills.
• Ability to efficiently handle escalations and difficult situations/people under pressure and remove friction by bringing the right people together to solve issues.
• Ability to work and succeed in a fast-paced and organizationally complex environment, to effectively adapt to rapidly changing technology, and to lead and manage complex projects.
• Familiarity with the startup/entrepreneurship world is a plus

DEI Statement: At Propeller Industries, we encourage our employees and our clients to bring their true selves to the organization. We believe that a diverse team enables us to cultivate and improve upon our culture of inclusion and collaboration. As an equal opportunity employer, we welcome the contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, and beliefs. So however you identify and whatever your background, we encourage you to apply for this role if you share our passion for helping great entrepreneurs build great companies. We look forward to meeting you! 

Salary range: $90,000 - $100,000 

Current Benefits Offered: Generous Paid Time Off and Holiday pay, comprehensive health benefits plus dental, vision, short and long-term disability, and life insurance. HSA contribution, Paid Family Leave, 401k match and remote work.