Customer Success Manager

Job description

## About Us Propel builds technology that strengthens the social safety net in America. We envision a future where every American has the tools and resources they need to thrive. The safety net’s strength depends not just on funding, but delivery. Propel exists to dramatically improve how government benefits are delivered. Managing SNAP benefits, picking a D-SNP plan, or protecting against EBT theft should feel as seamless as Apple Pay or Netflix. Governments struggle to build modern, scalable user experiences. We don’t. Over 5 million Americans trust Propel today. We’ve grown revenue 35% YoY and are reinventing entire benefit categories, including Medicare, around the real needs of low-income Americans. We’re building a high-growth, high-ceiling, sustainable for-profit company where impact drives revenue. ## The Role We’re looking for a results-oriented **Customer Success Manager** to join our advertising business unit, helping companies in a variety of sectors effectively market to low-income consumers via the [Propel](https://www.propel.app/) app. You’ll report directly to the Director of Customer Success. You’ll manage a portfolio of accounts, developing strong customer relationships and driving growth toward a revenue target. Our partners advertise mission-aligned products and services that help our users make it through the month. These partnerships are a core part of how we scale our impact: helping our users sign up for discounted home internet and government-subsidized phone plans, promoting grocery discounts and savings, and enrolling people in energy assistance programs, just to name a few. **You’ll be responsible for:** - **Owning a portfolio of accounts generating $8-$20 million in annual revenue,** with strong growth potential - **Implementing and optimizing marketing campaigns for your accounts,** delivering great results that meet your customers’ goals - **Growing your portfolio** by identifying opportunities to sell new placements and campaigns and increase budgets or pricing in ways that optimize existing campaigns - **Helping us build more scalable and efficient Customer Success tools** by partnering with your product and tech counterparts to improve our systems - **Serve as a strategic partner and subject matter expert** for customers, proactively offering recommendations and guidance to help them achieve their goals in reaching lower-income consumers - **Owning the commercial strategy for your vertical,** building out a GTM strategy, ensuring we have the materials and story needed to sell, and partnering internally to optimize placements and campaigns for your vertical - **Proactively sharing learnings with teammates** to improve our collective understanding of industry trends and best practices **Requirements:** - 8+ years of enterprise customer success or account management experience - Experience with digital marketing at either a publisher, agency, or advertiser - Exceptional written and oral presentation and communication skills. You’ll spend a lot of time in front of your customers - Strong problem-solving and project management abilities. You’ll be responsible for campaign troubleshooting, launch timelines, experimentation management - Demonstrated ability to juggle competing priorities and navigate ambiguity - Strong attention to detail and comfort navigating technical systems - you’ll be responsible for implementing new campaigns, analyzing performance data, and identifying optimization opportunities - Excellent relationship-building skills, with a demonstrated ability to quickly build trust internally and externally - Passion for building a business with a strong social mission at the intersection of private and public sectors - Willingness to travel to conduct strategic planning sessions with key accounts at least once per quarter **At Propel, you'll enjoy:** - Meaningful work and a strong shared sense of mission - Remote-friendly work environment with a dog-friendly office in Downtown Brooklyn - All-company retreats and team on-sites roughly twice per year - 20 Days of PTO - 4% 401K match - $10k lifetime fertility expense reimbursement via Carrot Fertility - Excellent Medical, Dental and Vision insurance options - Free access to Ginger mental health, Gympass, Headspace, One Medical, Rightway, Sofi, and Spring Health - 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. Compensation for this position includes base salary and a performance-based bonus. **The expected base salary for the role is $120,000 - $170,000**. The bonus is a combination of individual and team revenue performance. **The total on-target earnings (OTE) is $132,000 - $187,000**. There is potential for a larger bonus if individual and/or team revenue targets are exceeded. Equity and excellent benefits come with this position as well! **Additional Considerations:** - We are committed to building a diverse and inclusive team, and welcome applicants from all backgrounds and abilities. - We're currently accepting applications from the states we have an established entity, which includes **California, Colorado, District of Columbia, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York, Oregon, Pennsylvania, Texas, Utah, Virginia, and Washington.** **More About Propel** 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. The tech industry hasn’t pulled its weight in solving the problems faced by low-income Americans. Propel’s mission is to change that. We’ve built Propel, the single most popular app in the country built specifically for low-income Americans. Over 5 million families each month use Propel to seamlessly manage their government benefits (programs like SNAP, commonly known as food stamps)and save and earn money. Propel has been recognized by the White House, featured on the front page of the NYTimes, and carries over 500,000 five star reviews. Propel is a for-profit, venture-backed company that holds its social mission at its core. We’re proud to be supported by a blend of nonprofits, impact investors, and world-class investors, including the Robin Hood Foundation, Andreessen Horowitz, Nyca Partners, Financial Health Network, JPMorganChase, Kevin Durant, Serena Williams, and Nas. **Join us, and let's build something amazing together!**