• Be the Customer Success Lead for Propellant, owning customer satisfaction.
• Own the customer support framework, select third-party tooling, and apply modern customer success principles.
• Be the person who solves problems for customers and brings them success. Serve as the first point of contact for client inquiries, ensuring exceptional client satisfaction.
• Create the messaging, content, and first impression that customers will have when they evaluate the product.
• Work alongside Product Managers and Sales to give hands-on functional support to customers.
• Create and maintain comprehensive client service documentation and processes.
• Provide product and development teams with client feedback to enhance our offerings.
• Collaborate with Developers to provide guidance on how to give the most helpful technical support.
• Develop a metrics framework for customer success to measure what matters.
• Over time, recruit and train additional client services staff as the company grows.

Here’s the ideal candidate. You do not need to meet all of these requirements to apply, but you must at least meet the first bulletpoint.

• You have an ownership mentality and you own the outcome, not just the process. We are a small start-up so you will be given a lot of independence, freedom, and decision-making power so you must make sure you see yourself (and act) as an owner.
• Proven experience in client services, customer support, or a related field.
• Excellent communication and interpersonal skills, with the ability to build strong client relationships.
• You are comfortable working directly with customers and you have high EQ.
• Strong problem-solving skills and strategic thinking in client services.
• A hands-on approach and a willingness to engage in detailed client issues.
• Experience in creating or contributing significantly to client service strategies. You have experience designing, implementing, and running new frameworks and processes.
• Understanding of Fixed Income trading, with experience coming from buy-side, sell-side, or trading venue commercial roles.
• Familiarity with mainstream Cloud platforms, ideally Google Cloud Platform (GCP).
• Proficiency in data visualization and dashboarding tools like Looker, Tableau, or Qlikview.
• Familiarity with SQL and Python for data analysis and client service processes.
• Familiarity with SaaS products and the fintech industry preferred.
• Bachelor’s degree in Business, STEM or a related field is advantageous.

Many of us at Propellant spent many years (decades!) working in large financial institutions. While we’re incredibly grateful for the experience, the friendships, and the skills we built, we decided to take the plunge on a start-up for the greater freedom, velocity, and agency it can offer.

We’ve found our product-market fit and we truly believe in the product. Now we’re at the fun part: scaling our clientbase and adding features on top of a strong foundation. We like being small, it means that each person is listened to, has their say, and has daily, candid interaction with our co-founders.
If you’re looking to use the skills you developed at a financial institution in a more fast-paced, small-scale, less formal environment then we think you’ll enjoy working at Propellant.

Location: London

We strive to understand what problems our customers want to solve with market data analytics and iterate over innovative solutions. We work closely with customers, developers, sales, and our C-suite to decide how our products should evolve in the roadmap.
We get hands-on. We join meetings with customers to learn about their user journey firsthand and we also create our own deliverables, such as client-facing thought leadership, dashboards, and new processes. We partner closely with our developers, making sure they understand the customer’s perspective and testing out the MVPs before they’re released.

We’re a fast-growing start-up, so we ship features regularly and make decisions quickly. In Product, you are given responsibility, agency, and decision-making power to do what you think is best for the customer and the business.

English (additional languages, especially French, preferred)

Competitive, including performance-related bonus.