Head of Customer Success

New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Financial Services, Healthcare, RetailIndustries

Requirements

Candidates should possess a strong product mindset with experience aligning sales, marketing, engineering, and product teams, and a willingness to understand internal systems. A minimum of 10 years of customer success, account management, or partnership experience in a high-growth startup environment is required, along with over 5 years of driving consultative sales for a two-sided marketplace product. Additionally, 3+ years of experience leading and managing an account management team with varying experience levels is necessary, and candidates must be proven self-starters comfortable navigating ambiguity.

Responsibilities

The Head of Customer Success will drive client strategy by refining account strategies with CSMs to achieve growth targets and designing GTM playbooks. They will lead and coach a high-performing team of CSMs, supporting their growth and establishing performance standards. This role involves aligning GTM and stakeholder priorities by building relationships with cross-functional teams and advocating for the customer success team's needs. They will also own and scale systems by working with Product and BizOps to improve tools, develop analytical processes, and build systems for customer guidance. Additionally, they will set performance targets, deliver account-level reporting to leadership, and own a hiring plan to support business development.

Skills

Customer Success Management

Account Strategy

Revenue Growth

Go-to-Market (GTM) Strategy

Product Management

Data Analysis

Team Leadership

Client Relationship Management

Sales

Business Development

Marketing

Propel

Mobile app for managing social benefits

About Propel

Propel focuses on improving access to social welfare resources for low-income Americans through its mobile app, Providers. This app allows users to easily check their EBT balances without needing to call a customer service number, making it more convenient for them to manage their benefits. Additionally, Providers offers personalized deals, such as coupons and resources, to help users save money, as well as job postings that cater to various schedules, from temporary gigs to full-time positions. Propel distinguishes itself from competitors by specifically targeting the needs of low-income individuals who are often neglected by traditional tech solutions. The company's goal is to enhance the user experience of America's safety net and to raise awareness about critical issues like Medicaid churn, ensuring that users can navigate these challenges effectively.

New York City, New YorkHeadquarters

2014Year Founded

$85.6MTotal Funding

GRANTCompany Stage

Consumer Software, Social ImpactIndustries

51-200Employees