Customer success team manager

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 using drones. 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 and are proud to be recognised 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 APAC Customer Success team, turning complex enterprise adoption into predictable, sustainable business growth. As a purely strategic, non-quota-carrying people leader, you will architect the region’s retention and expansion engine.

You will be responsible for raising the bar for team capability—moving the team from a reactionary posture to a proactive, strategic partnership model. Beyond team development, you will serve as a critical organisational anchor in our Sydney office, bridging the gap between global Customer Success and our local Product and Engineering teams to influence our broader product roadmap.

This role requires a minimum of 3 days per week in our Sydney office.

Key Responsibilities:

• Commercial Growth, Enterprise Strategy & Forecasting
• Enterprise Revenue Ownership: Own the aggregate Annual Recurring Revenue (ARR) targets for the APAC region, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Advanced Deal Architecture: Navigate highly complex enterprise account plans, mapping out multi-stakeholder corporate structures, identifying white-space expansion opportunities, and managing complex Master Services Agreements (MSAs) and contracts.
• Leadership Autonomy: Take full ownership of regional forecasting and deal strategy, shifting operational weight off senior regional leadership to independently run the commercial engine.
• Executive Presence: Build high-credibility relationships at the executive level for our largest clients, while remaining equally comfortable engaging with teams on construction and survey sites.
• Operational Strategy & Proactive Planning
• Predictive Portfolio Management: Establish a comprehensive strategy for APAC’s existing customer book, proactively modeling long-term growth vectors and identifying attrition risks before they materialise.
• Data-Driven Capacity Planning: Dynamically evaluate and assign team portfolios based on customer complexity, deal size, and account health rather than basic volume.
• Escalation Architecture: Act as the ultimate regional escalation point for at-risk enterprise accounts, deploying sophisticated objection-handling and recovery strategies to restore client trust.
• Cross-Functional Collaboration & Product Bridging
• Product & Engineering Sync: Act as the primary, on-the-ground CS bridge to the Sydney-based P&E teams, synthesising regional data trends into highly structured, prioritised product feedback that drives global roadmap alignment.
• Cross-Functional Optimisation: Partner with Sales, Marketing, and Support leaders to ensure frictionless post-sales handoffs and unified messaging for enterprise-tier accounts.
• Strategic Team Leadership & Active Coaching
• Commercial Capabilities Coaching: Transition the management culture from administrative facilitation to deep professional coaching. Conduct granular, tactical coaching sessions (shadowing calls, reviewing commercial copy) to elevate the team’s negotiation, value-based selling, and contract-savviness capabilities.
• High-Accountability Culture: Drive individual development plans, rigorous performance standards, and proactive career pathing to retain and scale high-potential talent within the APAC team.

5+ years of direct people management experience explicitly leading high-performing Customer Success or Account Management teams in a B2B SaaS environment.

10+ years of experience in Customer Success, Account Management, or commercial revenue-generating roles.

Proven track record of personally managing, expanding, and renewing complex enterprise accounts with high annual contract values, multiple corporate stakeholders, and rigorous contract/MSA requirements.

Exceptional structural knowledge of SaaS commercial models, revenue forecasting metrics, and advanced commercial negotiation strategies.

Demonstrated success operating independently in ambiguous, high-growth environments to build business strategies from the ground up.

Strategic Revenue Management: Proven expertise in driving Net Revenue Retention (NRR) through accurate forecasting and the use of CRM / CSM tools (Gainsight, Salesforce, HubSpot or similar) to manage team performance and scale revenue impact.

Bonus points for:

• Familiarity with geospatial data, construction workflows, civil engineering, or hardware-enabled software platforms.
• Employee share options
• Professional development budget and leave
• The opportunity to take part in our mentorship program
• Mental health resources
• Monthly telephone and/or internet allowance
• Paid primary & secondary parental leave policies
• Hybrid work arrangements and WFH equipment provided

About Propeller

Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability. If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you.

Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too!

If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!