Customer Success Engineer Jobs

Department: Customer Success

Employment Type: Full Time

Location: Denver, CO

Compensation: $78,000 - $86,000 / year

Description

Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.

Our customers use Propeller's integrated hardware and software products to capture accurate 3D versions of their worksites using drones. With over 20,000 worksites worldwide using Propeller's smart survey technology, we empower project teams to map, measure, and manage site activity.

Propeller empowers everyone to approach, own, and solve problems creatively. We're data nerds who care about impact, honesty, and each other. We take pride in being a great place to work and are proud to be recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

Your Mission

As our Customer Success Engineer, you'll make sure all of our customers are collecting the best possible survey data, getting maximum value from it, and addicted to the Propeller software platform. You will manage a dedicated book of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities and prevent customer churn.

You will be directly responsible for ensuring that your customers - whether they're in the construction, mining, aggregate, or landfill industries - are successful in achieving their desired outcomes and continually realizing value from Propeller's hardware and software solutions. This role will be based out of Denver, Colorado.

Responsibilities

• Educating them about how they can use their data to report on-site progress
• Keeping your industry and technical knowledge current so that you can best support your customers and any future product launches that impact the customer experience.
• Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the platform to measure and analyze survey data across multiple worksites and projects, renewal and expansion.
• Using Gainsight to track all of your customer-facing activities (both inbound and outbound, and proactive and reactive) and to prioritize your time across your portfolio of accounts.
• Partnering with the Hardware Support team on any hardware-related issues that your customers are experiencing.
• Working closely with our Product and Engineering teams to make sure customers' needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
• Onboarding and training new customers to ensure they have everything they need to be successful. This includes:
• Ensuring they understand how to correctly place ground control points for increased and unparalleled accuracy
• Helping them use the platform to take site and stockpile measurements
• Walking through the visualized survey data in the form of 3D maps
• Participating in Customer Success team meetings, contributing to quarterly team goals and supporting projects to improve team efficiency and scale as part of creating, refining and improving Customer Success processes and documentation.
• Responsible for maintaining net negative ARR churn within your accounts and working closely with the Account Management team on renewals.
• Educating them about the correct way to capture survey data with their drone
• Getting the customer ready for their first flight
• Collaborating with Sales to ensure successful hand-offs as part of the post-sales process, and to identify up-sell and expansion opportunities during the lifecycle of the account.

Your Skills

• You have at least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.
• Strong technical skills and the ability to pick up new technology fast and drive your own learning.
• You're data-driven with a bias towards action, and you're not afraid to get your hands dirty in support of your customers.
• Strong communication skills, both verbal and written, and proven experience supporting customers over video, phone, email and/or chat.
• Balance reactive problem-solving with proactive customer outreach across your accounts, including regularly reengaging with inactive customers.
• Knowledge of how to use customer success tools and software to prioritize your time, track account-related activities, manage customers across lifecycle phases and escalate potential churn risks.
• Great interpersonal skills: you have the ability to gel with our customers, collaborate with your team members and thrive in a rapidly-changing environment as the business grows and scales.
• You are willing to obtain your remote pilot license (Part 107) within 60 days of hire.
• Knowledge of the construction, aggregate, mining, or landfill industries is a plus (although not required).
• The ability to explain complex concepts in simple terminology for customers with varying levels of technical expertise.

Benefits

• Fully paid employee United Platinum PPO medical, dental, and vision coverage
• Paid primary & secondary parental leave policies
• Professional development budget and leave
• 20 day paid vacation time per year with no accrual or carryover cap
• Employee share options
• Monthly telephone and/or internet allowance
• Hybrid work arrangements and WFH equipment provided
• The opportunity to take part in our mentorship program

The estimated salary range offered for this role is $78,000.00-$86,000.00. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.