We are looking for a Senior Customer Success Manager to lead our Data Solutions portfolio. This is a role for an expert builder who thrives at the intersection of technical integration and executive strategy (someone who can talk APIs with developers and ROI with the C-suite).
You will own the entire lifecycle for our high-value data customers, from guiding complex API onboardings to leading strategic business reviews. Beyond account management, you will be a foundational architect, defining the cross-functional processes between Support, Professional Services, and Success. If you are a process-driven professional who understands the nuances of Identity Verification, Background Screening, or Professional Credentialing, we want to hear from you.
What You'll Do- Manage Strategic Accounts: Act as the primary advisor for high-value data customers, using your knowledge of identity compliance and verification data to help them succeed.
- Technical Onboarding: Lead the integration process for customers using our REST-based APIs, ensuring they connect quickly and correctly.
- Build the Process: Work with Customer Success Leadership to create and standardize workflows for Support and Professional Services as this new product line scales.
- Own the Commercial Cycle: Handle the full commercial lifecycle, including negotiating renewals and identifying expansion opportunities.
- Resolve Technical Issues: Take a hands-on approach to account health by resolving technical support tickets and facilitating escalations to the Dev team.
- Identify Headcount Triggers: Recognize when technical tasks should be transitioned to dedicated Support or PS teams and design the workflows to make those hand-offs seamless.
- Influence the Roadmap: Turn customer feedback into clear, actionable requests for our Product team to improve product-market fit.
What You'll Bring- A proven track record in B2B SaaS Customer Success managing enterprise-level accounts.
- Direct experience in Professional Background Verification, Identity Compliance, or Workforce Credentialing.
- You should be familiar with the high stakes of managing sensitive consumer data and primary source information (e.g., knowledge of FCRA, NCQA, or similar regulatory standards).
- Experience launching or scaling a new product line as a founding CSM. You know how to define the initial customer journey, set value milestones, and build the strategic framework for a new offering.
- You are comfortable with APIs and technical troubleshooting. You can take a technical API challenge and explain its business risk or impact to a C-suite stakeholder clearly and effectively.
- Adept at synthesizing customer behavior and friction points into strategic insights for Product teams to help achieve better product-market fit.
- You enjoy building workflows from scratch and finding ways to make teams more efficient.
- Proficiency with CS platforms (like Gainsight) and CRMs (like HubSpot).
Benefits and Perks for Propelus employees include but are not limited to:- Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
- Professional development allowance to help you grow in the ways that mean the most to you.
- Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
- Check us out for yourself at our careers page or our Propelus culture Instagram accounts.
For US Employees:- 401K with company matching, as well as financial planning education and resources.
- Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
- Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you-whether it's a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
For LATAM Employees:- Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
- Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
- We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.
