Head of Customer Success, Propel
$200-240k
A 10% bonus for team performance, equity and excellent benefits come with this position as well!
More information about location
Financial services & products for low-income Americans
Job no longer available
Financial services & products for low-income Americans
101-200 employees
Job no longer available
$200-240k
A 10% bonus for team performance, equity and excellent benefits come with this position as well!
More information about location
101-200 employees
Company mission
To enable Americans with low income to improve their financial health.
Role
Who you are
- Are you looking to make a big impact on an early-stage company?
- Does the thought of scaling an innovative technology business solving real problems for an underserved community excite you?
- Do you excel at building and leading strong, high-performing teams?
- This role is an ideal fit for someone who has a strong product and data driven mindset, and enjoys the challenges of aligning our internal systems and external partners together to drive us towards growth
- A strong product mindset - experience driving alignment across sales, marketing, engineering, and product to deliver results and a willingness to get your hands dirty to understand our internal systems and tools
- 10+ years of customer success, account management, or partnership experience in a high-growth start-up environment
- 5+ years of driving consultative sales experience for a two sided Marketplace product
- 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
- Deep knowledge of customer success best practices and experience coaching others
- Existing knowledge or ability to quickly learn vertical-specific trends, business models, market opportunities, and metrics
- A data driven mindset - strong problem-solving and quantitative analytical skills
- Passion for building a business with a strong social mission at the intersection of private and public sectors
What the job involves
- We launched the Propel Marketplace to connect our ~5M monthly active users to products, services, and exclusive offers from leading brands across retail, healthcare, and financial services
- It has grown into a powerful, industry-leading performance tool for our partners and a critical revenue driver for Propel
- We’re looking for an exceptional Head of Customer Success to help take this business to the next level and by driving client performance and revenue
- You’ll also be a part of a strong leadership team - you’ll work closely with our VP of Marketplace, Director of Strategy and Operations, Director of Sales and BD, and Director of Growth and Merchandising
- Drive our client strategy. Partner with CSMs to refine account strategies and ensure we hit ambitious annual growth targets across existing accounts. Design and implement GTM playbooks (pricing, QBRs, etc). Lead on GTM narratives and pitches when launching new products and initiatives
- Lead a high-performing team. Coach our team of Customer Success Managers (CSMs) as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Support team growth and career development while establishing clear performance standards so team members know when they are exceeding, meeting, or falling short of expectations
- Align GTM and Stakeholder Priorities. Build strong relationships with Sales, Marketing, Product, and Design teams to deliver results. Advocate for the customer success team’s interests and needs with cross functional partners. Manage and protect the customer success team’s time, bandwidth, and focus
- Own and scale our systems. Work with Product to identify tools and platform improvements that help scale excellent customer experiences. Work with BizOps and Data to develop practices and processes for analytical problem-solving, insights, and reporting. Build systems to advise customers on campaign setup, optimization, and growth
- 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. Partner with BizOps to ensure account-level goals ladder up to ambitious but achievable team targets
- Drive us forward: Deliver account-level reporting to leadership that ensures we have a strong understanding of the health of the business and high-fidelity forecasts. Own a 12-month hiring plan to align with segmentation, portfolio balance, and business development pipeline
Our take
SNAP (Supplemental Nutrition Assistance Program) benefits are used by millions of Americans, but the scheme has long been hampered by a lack of innovation or digitization. Propel offers instant access to balances, plus local offers and discounts, and support in finding work. It also provides a free debit card that can be used for everyday shopping, bills, savings, and online transactions.
Formerly known as Food Stamps, SNAP benefits can be a hassle to use, with some recipients still having to make phone calls to gauge their budget. Propel's users can keep track of and manage their government-provided SNAP benefits from its mobile app, enabling low-income Americans to make use of this critical safety net more easily.
The Providers app has been used by upwards of 5 million of a potential roughly 40 million people who use SNAP benefits, showcasing both the current reach of the company and how much space it has in which to grow. With a presence in all 50 states, as well as some territories, Propel is investing in expanding its debit card services, and widening its reach to a growing customer base.
Steph
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2024
$3.5m
GRANT
Mar 2022
$50m
SERIES B
Total funding: $88m
Company benefits
- Remote-first, with offices in Brooklyn, Salt Lake City, and San Francisco
- We bring everyone together once or twice a year
- 99% of the premium for medical, dental, and vision
- 16-week parental leave
- 20 vacation days
- 401k matching eligibility on day 1
Company HQ
Downtown Brooklyn, NY
Leadership
Jimmy Chen
(Co-Founder & CEO)Having studied at Stanford, they worked for 2 years as a LinkedIn Associate Product Manager, before spending a further 2 in the same position at Facebook. They left to co-found Propel in May 2014.
Jeff Kaiser
(Co-Founder & COO)Graduated from Yale University with a B.A. in Political Science and Government. Before co-founding Propel, they were a Project Manager at Dalberg Global Development Advisors.
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