Customer Success Associate Jobs

We believe that Americans with limited income deserve modern, respectful, and effective experiences around their government benefits and money. Unfortunately, the status quo often fails to treat them as first-class citizens in their daily interactions around the social safety net and financial services.

Propel's mission is to change that. We've built Providers, the most popular app in the country built specifically for low-income Americans. Over 5 million families each month use Providers to seamlessly manage their government benefits (programs like SNAP, commonly known as food stamps), conduct their banking, and save and earn money. Providers has been recognized by the White House, featured on the front page of the NYTimes, and carries over 500,000 five star reviews.

Our Customer Success Associate plays a critical role on Propel's Marketplace team, which works with values-aligned advertising partners to help our users find new ways to save money and earn income. You will be responsible for helping to grow our advertising business by managing relationships with customers. You'll also work directly with team leaders across an array of projects and functions in a fast-moving start-up environment. We're a small team, enabling huge individual impact and promoting professional growth and flexibility.

Propel is a for-profit, venture-backed company that holds its social mission at its core. Our investors include Andreessen Horowitz, Nyca Partners, Financial Health Network, JPMorganChase, Kevin Durant, Serena Williams, and Nas.

We're an equal opportunity employer and are strongly committed to hiring a diverse team. We encourage applications from those with traditionally underrepresented backgrounds, and we particularly value lived experience with the social safety net.

We offer:

• An immediate opportunity to make an impact
• Competitive compensation (including equity) and excellent benefits
• Meaningful work and a strong shared sense of mission
• Propel believes that everyone should be compensated fairly and equitably. We set our salary ranges using compensation data from hundreds of NYC based startups at our stage. Additionally, pay is not determined based on location. The salary range for this position is $70,000 - $90,000 depending on experience. There is an opportunity to receive a team performance bonus of up to 10% of base salary. Equity and excellent benefits come with this position as well!
• A get-stuff-done, fun, and caring culture
• A remote-first working environment with an HQ in Brooklyn and satellite offices in San Francisco and Salt Lake City

What you'll do:

• Identify opportunities to improve internal tools, processes, and our advertising product offering
• Serve as a strategic partner and subject matter expert for customers, proactively offering recommendations and guidance to help them achieve their goals on our platform
• Identify revenue growth opportunities on assigned accounts, and drive the development of and execution against plans to expand customers' investments with Propel
• Deliver a world-class customer experience for assigned accounts by following Propel's Customer Success standards and best practices
• Internalize customer goals and work cross-functionally as their champion within Propel to deliver meaningful progress against their goals
• Provide a seamless onboarding experience for new customers as they transition from Business Development and move from pilot to sustained partnership
• Ensure all campaigns are delivered according to Propel's ad standards and guidelines
• Proactively share learnings with teammates to improve our collective understanding of industry trends and best practices

What you have:

• Demonstrated ability to juggle multiple competing priorities and navigate ambiguity
• Passion for building a business with a strong social mission at the intersection of private and public sectors
• Exceptional presentation and communication skills – both written and oral
• Excellent relationship-building skills with a demonstrated ability to quickly build trust, both internally and externally
• Attention to detail, a growth mindset, and a customer-centric approach
• 2+ years of professional experience
• Strong problem-solving, project management, and analytical abilities

Impact Plan:

In 1 month you'll:

• Shadow Business Analysts to learn how they set up advertising campaigns for success, optimize campaign performance, and identify growth opportunities
• Learn everything you can about the Marketplace team and our Customer Success & Operations practice
• Complete Propel's general onboarding, which includes learning about each team's priorities and workstreams, hearing from our users, and understanding the history of the company and Providers App
• Shadow Customer Success Managers and Business Development Leads to understand how they position our advertising product offering and partner with current and prospective customers
• Assist Customer Success Managers with their partners' advertising campaigns to gain confidence in owning your own portfolio of customer relationships

In 3 month you'll:

• Be comfortable seeking the information you need when you don't have all the answers
• Be ready to serve as the primary point of contact for your account portfolio, having learned the ins and outs of Customer Success at Propel

In 6 month you'll:

• Handle most customer interactions independently and know when to escalate challenges
• Begin to identify opportunities to improve internal tools, processes, and/or our advertising product offering
• Create strategic growth plans for your portfolio of customers

In 12 month you'll:

• Leverage your experience to uplevel the team and improve our value proposition for customers
• Drive meaningful growth in your customers' investments with Propel
• Serve as a strategic partner for your customers, delivering a white glove experience and being trusted as a subject matter expert