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About the Role

Lead a high-performing APAC Customer Success team to drive predictable, sustainable business growth through complex enterprise adoption. Architect the region’s retention and expansion engine, elevating team capabilities from a reactionary to a proactive, strategic partnership model. Serve as a critical organizational anchor in the Sydney office, bridging Customer Success with Product and Engineering to influence the product roadmap.

Responsibilities

Own aggregate Annual Recurring Revenue (ARR) targets for the APAC region, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Navigate complex enterprise account plans, identifying expansion opportunities and managing Master Services Agreements (MSAs) and contracts.
Take ownership of regional forecasting and deal strategy to independently run the commercial engine.
Build high-credibility relationships at the executive level with key clients.
Establish a comprehensive strategy for APAC’s existing customer book, modeling growth and identifying attrition risks.
Dynamically evaluate and assign team portfolios based on customer complexity, deal size, and account health.
Act as the ultimate regional escalation point for at-risk enterprise accounts, deploying recovery strategies.
Serve as the primary Customer Success bridge to Sydney-based Product and Engineering teams, synthesizing data into structured product feedback.
Partner with Sales, Marketing, and Support leaders to ensure frictionless post-sales handoffs and unified messaging.
Transition management culture from administrative facilitation to deep professional coaching.
Conduct granular, tactical coaching sessions to elevate team negotiation, value-based selling, and contract-savviness.
Drive individual development plans, rigorous performance standards, and proactive career pathing.

Requirements

5+ years of direct people management experience leading 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.
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.
Familiarity with geospatial data, construction workflows, civil engineering, or hardware-enabled software platforms.

Skills

Enterprise Strategy
Forecasting
Account Management
Negotiation
Commercial Models
CRM Tools
Customer Success
SaaS

Location

Sydney

Work Type

Hybrid
Onsite

Experience Level

5+ years people management
10+ years in commercial roles

Benefits

Employee share options
Professional development budget and leave
Mentorship program
Mental health resources
Monthly telephone and/or internet allowance
Paid primary & secondary parental leave policies
Hybrid work arrangements
WFH equipment provided

About the Company

Propeller is on a mission to take the guesswork out of moving dirt, reducing wasted fuel, time, and money through integrated hardware and software products that capture accurate 3D versions of worksites using drones.
Over 50,000 worksites worldwide use Propeller’s smart survey technology, empowering project teams to map, measure, and manage site activity.
Propeller empowers everyone to approach, own, and solve problems creatively.
We are data nerds who care about impact, honesty, and each other.
Recognised as a Fast Company and BuiltIn Best Place to Work.
Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability.
Diversity makes our team more creative, fun, and effective.

Equal Opportunity

Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability.
Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too!