Client Retention Expert

1 week ago


Denver, Colorado, United States Propeller Full time

We are seeking a highly motivated Client Retention Expert to join our team at Propeller. In this role, you will be responsible for ensuring all customers collect the best possible survey data and get maximum value from it.

About the Job

This role involves managing a dedicated book of accounts and delivering superior service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities, and prevent customer churn.

Key Responsibilities
  • Support customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the platform to measure and analyze survey data, renewal, and expansion.
  • Onboard and train new customers to ensure they have everything they need to be successful, including getting them ready for their first flight, educating them about capturing survey data, ensuring they understand how to place ground control points, and walking them through visualized survey data.
  • Partner with the Hardware Support team on hardware-related issues and help scale the team's support program.
  • Maintain net negative ARR churn within your accounts and work with the Account Management team on renewals.
  • Communicate customer needs and wants to the Product and Engineering teams and identify bugs or edge cases.
  • Use Gainsight to track customer-facing activities and prioritize your time.
Requirements
  • Experience with GIS, mapping & data analysis technology, construction technology, or drone surveying.
  • At least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.
  • Knowledge of customer success tools and software to prioritize time, track account-related activities, and manage customers across lifecycle phases.
  • Balance reactive problem-solving with proactive customer outreach and regularly reengage with inactive customers.
Estimated Salary
  • $140,000 - $170,000 per annum, depending on experience.


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