Customer Success Team Manager

Company: Propeller
Location: Denver
Posted on: February 17, 2026

Job Description:

Job Description Job Description 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. With over 50,000 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. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor. Your Mission Your mission is to lead a high-performing SMB SaaS Customer Success team that turns customer adoption into sustainable business growth. As the Customer Success Team Manager, you will manage the strategy and people that drive our post-sales retention and expansion engine. Reporting to the VP of Customer Success, you will act as an operational leader, ensuring our team delivers measurable customer outcomes, predictable renewals, and revenue impact for the business. You will be responsible for hiring, coaching, and developing a team of CSMs on our SMB Accounts Team, ensuring they have the skills and resources to succeed in driving adoption, retention, expansion, and customer value realization. You will own the aggregate health and revenue targets for your segment–acting as an operational architect who refines our SaaS Customer Success playbooks, lifecycle workflows, renewal and expansion motions–and serve as a strategic escalation point for critical customer issues. Ultimately, you are the multiplier that enables your team to exceed its goals. This role requires a minimum of three days per week in our Denver office, on average. Key Responsibilities Commercial Growth & Forecasting: Own the aggregate post-sale Annual Recurring Revenue (ARR) targets for your team, including renewals, expansion, and Gross and Net Revenue Retention (GRR/NRR). Provide accurate weekly and monthly forecasts on renewals and expansion opportunities to leadership, ensuring visibility into revenue risks and upside. Partner with Sales leadership to ensure smooth handoffs from Sales to CS and identify cross-sell/up-sell campaigns that can be executed at scale by your team. Operational Strategy & Process: Collaborate with the VP of Customer Success to execute team priorities and provide transparent reporting on team performance. Continuously refine and standardize customer journey maps, onboarding workflows, and risk mitigation plans to improve efficiency and scalability. Monitor team-wide KPIs to identify trends, bottlenecks, and areas for improvement. Serve as the primary point of escalation for at-risk accounts, stepping in to support the team in resolving complex issues and restoring customer confidence. Cross-Functional Collaboration: Synthesize feedback from your team to present clear, prioritized themes to Product and Engineering, advocating for roadmap items that reduce churn and drive adoption. Collaborate with Marketing and Support teams to ensure consistent messaging and a unified customer experience across all touchpoints. Prepare and present monthly/quarterly business updates to senior leadership, highlighting team performance, customer trends, and strategic initiatives. Team Leadership & Development: Shadow calls and review customer communications to provide real-time feedback, helping CSMs improve their renewal strategy, customer value storytelling, adoption-led expansion, negotiation skills, and product knowledge. Foster a culture of accountability, collaboration, and customer-centricity, ensuring the team is motivated and aligned with company goals. Manage capacity planning and account distribution to ensure balanced portfolios and optimal coverage across the team. Conduct 1:1s, quarterly performance reviews, and continuous career development planning with your team. Required Skills 2 years of people management experience, leading SaaS Customer Success or Account Management teams. 6 years of experience in SaaS Customer Success or post-sale SaaS Account Management roles, providing a strong foundation to coach teams on renewals, retention, expansion, and customer value delivery. Experience owning post-sale revenue, including renewals, expansion, churn mitigation, and NRR in a SaaS environment. Strategic Revenue Management: Proven expertise in driving Net Revenue Retention (NRR) through accurate forecasting and the use of CRM / CSM tools (Gainsight, Salesforce, HubSpot) to manage team performance and scale revenue impact. Operational Excellence and Coaching: Expert at designing optimized customer journeys that reduce time-to-value while coaching teams on complex commercial negotiations, value-based selling, and proactive objection handling. Preferred Skills Familiarity with geospatial, construction, or hardware-enabled software. Benefits Fully paid employee United Platinum PPO medical, dental, and vision coverage 20 days paid vacation time per year with no accrual or carryover cap 3% non-elective employer contribution to 401(k) Employee share options Professional development budget and leave The opportunity to take part in our mentorship program Monthly telephone and/or internet allowance Paid primary & secondary parental leave policies Hybrid work arrangements and WFH equipment provided The base salary range offered for this role is $100,000 - $115,000 with an OTE potential of $140,000 - $160,000. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.

Keywords: Propeller, Broomfield , Customer Success Team Manager, Sales , Denver, Colorado