Director of Customer Success, Propel
$200-240k
Plus a 10% discretionary bonus for team performance and equity
Financial services and products for low-income Americans
Open for applications
Financial services and products for low-income Americans
101-200 employees
Open for applications
$200-240k
Plus a 10% discretionary bonus for team performance and equity
101-200 employees
Company mission
To build modern, respectful, effective technology that helps low-income Americans improve their financial health.
Role
Who you are
- 10+ years of customer success or account management experience, preferably in a high-growth start-up environment
- 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
- A customer-focused mentality and passion for crafting a top-quality customer experience, and an ability to balance the needs of the customer with those of the business
- Deep knowledge of customer success best practices and experience coaching others
- Demonstrated strategic approach and ability to identify opportunities, challenges, and risks and put in place appropriate measures to take advantage of or mitigate them
- Strong problem-solving and quantitative analytical skills
- Experience (preferred) or interest in the digital advertising and ecommerce industries
- Excellent written and oral communication skills
- Deep expertise navigating external customers and internal teams, experience working across functions, driving alignment and delivering results
- Passion for building a business with a strong social mission at the intersection of private and public sectors
What the job involves
- We’re looking for an exceptional Director of Customer Success to help take this business to the next level and by driving client performance and revenue
- In this role, you'll have an outsized impact on our growth and success
- Lead a high-performing team: Coach and manage our team of Account Managers as they set account strategies, handle complex client situations, and seek opportunities to grow revenue. Create a fun, exciting, high-service culture internally and externally. Become a expert on Propel’s products, our users, business position, and our market
- Drive our client strategy: Help expand our evolving product suite by understanding client needs and identifying new strategic opportunities for Propel. Engage meaningfully with our key enterprise accounts, developing deep relationships with your counterpart at high-value customers
- Coach and develop talent: Develop and implement a robust onboarding and learning and development programs to ensure new team members can add value quickly, and the existing team is constantly improving their skills
- 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
- Dig into the data: Work with the data and business operations teams to develop practices and processes to enable analytical problem-solving and data tools to advise customers on campaign setup, optimization & growth
- Drive us forward: Develop and deliver account-level reporting to leadership that ensures we have a strong understanding of the health of the business and high-fidelity forecasts. Identify tools and processes needed to create efficiency and leverage for the team
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, Providers, 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 raised $50 million in 2022 which it is using to expand its debit card services, widening its reach to a growing customer base.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 5 rounds)
Mar 2022
$50m
SERIES B
Sep 2020
$16.5m
SERIES A
Total funding: $84.5m
Company benefits
- Generous vacation policy
- Unlimited sick days
- Healthcare and a 401k
- 16 week parental leave
- New tech tools
- Remote first
Company values
- Listen first
- We're doers, not philosophers
- Embrace a growth mindset
- Light up at our mission
Company HQ
Downtown Brooklyn, NY
Articles
Leadership
Jimmy Chen
(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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 4 more jobs at Propel