Propelus

• Own the React Native companion app from architecture through app-store release, instrumentation, and the iteration that follows launch. • Work side by side with the web application team to build out new features for both web and mobile. • Ship full-stack features across accessible React UIs, type-safe APIs, and a GraphQL layer over several data stores, from first design to production. • Weigh architectural trade-offs and explain them clearly to both technical and non-technical people, so engineering decisions stay tied to business goals. • Stay accountable for what you ship. That includes instrumentation, handling incidents, and the analysis afterward. • Make the team better through careful code reviews, mentoring, and sharing what you know. • Improve how we deliver software: our testing frameworks, our CI/CD pipelines, and the tooling that gets in everyone's way when it's not right.

• Serve as the primary administrator and system owner of the marketing technology stack, with a focus on HubSpot Marketing Hub, to ensure seamless integration and scalability. • Build and maintain non-campaign HubSpot workflows, forms, automation sequences, and nurture logic that support the broader Marketing team’s campaign and communications needs. • Leverage HubSpot's native AI capabilities — including Breeze AI, Copilot, predictive lead scoring, and plain-language workflow drafting — to enhance automation, accelerate development, and improve lead intelligence and reporting efficiency. • Own Marketing's layer of CRM management within HubSpot, including marketing data governance, contact and list infrastructure, campaign tracking, and compliance with privacy regulations (GDPR, CCPA, CAN-SPAM) as they apply to marketing communications. • Coordinate data governance practices with RevOps to ensure alignment between marketing and sales data. • Maintain data integrity and consistency across all marketing platforms to support reliable reporting and attribution. • Design and maintain marketing dashboards and reporting infrastructure in HubSpot and other analytics tools to track KPIs and provide actionable insights. • Identify and resolve operational inefficiencies across the Marketing team’s workflows and systems. • Own the Marketing team’s project intake process — managing how new requests come in, get prioritized, and are tracked to completion. • Maintain the Marketing team’s campaign operations calendar and ensure cross-functional dependencies are visible and managed proactively.

• Lead, mentor, and develop a team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth. • Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth. • Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement. • Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements. • Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency. • Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives. • Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement. • Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials. • Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

Role Description Propelus is seeking a high-performing Customer Support Specialist to join our CE Broker team. CE Broker is the official continuing education tracking system for over 100 regulatory boards, ensuring healthcare professionals remain compliant and licensed. This is a high-volume, remote role designed for "power users" who thrive in a fast-paced SaaS environment. You will serve as the human connection in an AI-augmented support workflow, providing essential technical assistance to licensed professionals. If you are customer-centric, tech-adaptable, and enjoy the challenge of resolving complex user issues through live support, we want to hear from you. - High-Volume Technical Execution - Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support can account for up to 80–100% of your daily activity to meet the needs of the business. - Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores. - AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a seamless customer journey. - Technical Troubleshooting & Feedback - Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform. - Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience. - Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation. Qualifications - SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry. - Proficiency with Zendesk (or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently. - A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly. - Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!) - Associate’s degree or higher is preferred. Requirements - A quiet, dedicated, and professional home workspace. - High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload. - VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift. Benefits - 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. - 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.

• Lead the design and redesign of full application experiences across CE Broker • Conduct and synthesize user research to understand needs and pain points • Create wireframes, prototypes, and high-fidelity mockups for web and mobile • Build production-quality front-end code for designs using React and Tailwind CSS • Use Claude Design to efficiently move from design to working code • Own and extend the design system including components and documentation • Lead design-engineering discussions on interaction patterns and architecture • Ensure ADA compliance and best practices across deliverables • Stay current on UX and AI tooling trends and adopt what is beneficial.

• Develop and maintain robust and scalable data pipelines to extract, transform, and load (ETL) data from various sources into our data warehouse. • Design, build, and optimize data models to support analytical needs and reporting requirements. • Collaborate with data scientists to implement and deploy machine learning models and analytical solutions. • Monitor data quality and identify and resolve data integrity issues. • Contribute to the development of data documentation and metadata management practices. • Work with stakeholders to understand their data needs and translate them into technical requirements. • Assist in the evaluation and implementation of new data technologies and tools. • Participate in code reviews and contribute to the development of coding standards and best practices. • Independently manage assigned tasks and projects, ensuring timely delivery and quality results. • Proactively identify opportunities to improve data processes and systems.

• Participate in the design, development, and maintenance of data pipelines using ETL/ELT processes to ingest, transform, and load data from various sources into the data warehouse. • Implement and maintain data quality checks and validation processes to ensure data accuracy and reliability. • Collaborate with data scientists and analysts to understand their data requirements and provide solutions to meet their analytical needs. • Contribute to the development and maintenance of data models, schemas, and dictionaries to ensure data consistency and usability. • Monitor data pipeline performance and troubleshoot data-related issues in a timely manner. • Assist in the evaluation and implementation of new data technologies and tools. • Develop and maintain documentation for data pipelines, processes, and data models. • Contribute to the development of data governance policies and procedures. • Participate in code reviews and knowledge sharing sessions with other data engineers. • Support the migration of existing data pipelines to more scalable and efficient solutions.

Role Description As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of a portfolio of our customers. You will proactively engage with customers, build strong relationships, and guide them through the onboarding process and beyond. You will identify opportunities for product adoption and expansion, contributing to customer retention and revenue growth. Working independently, you'll be responsible for managing your own accounts and contributing to team initiatives. - Manage a portfolio of assigned customers, serving as their primary point of contact and advocate. - Build and maintain strong, long-lasting relationships with key stakeholders across customer organizations. - Partner with Professional Services to onboard new customers and foster a smooth transition to ensure long-term success. - Collaborate with customers to create and execute shared success plans, aligning with their business goals to drive continuous value. - Proactively monitor customer health and leverage the CSP system to stay data-driven in our approach, utilizing playbooks to address potential risks, track customer interactions, and ensure timely follow-up. - Partner with internal teams, including Support and Product, to resolve customer challenges and ensure their needs are met. - Conduct regular touch points and business reviews to assess progress, discuss goals, and uncover opportunities for improvement. - Provide ongoing support and guidance to customers on product features, best practices, and strategies for maximizing value. - Identify upsell, cross-sell and expansion opportunities within existing accounts, fostering stronger relationships and driving additional value. - Create customer advocates through case studies, references, and testimonials, while ensuring timely renewals and long-term customer retention. - Contribute to the development and refinement of customer success best practices and processes to enhance team performance. Qualifications - Bachelor's degree in a related field (e.g., Business Administration, Marketing, Communications). - 2+ years of experience in a customer-facing role, preferably in the SaaS or technology industry. - Strong understanding of customer success principles and practices. - Excellent communication, interpersonal, and presentation skills. - Proven ability to build and maintain strong customer relationships. - Ability to work independently and manage multiple priorities in a fast-paced environment. - Proficiency in using CRM/CSP software (e.g., Salesforce, HubSpot). - Strong analytical and problem-solving skills. - Experience with compliance management software is a plus. - Certification in Customer Success Management is an advantage. Benefits - 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. - 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.

• Participate in the design, development, and maintenance of data pipelines using ETL/ELT processes to ingest, transform, and load data from various sources into the data warehouse. • Implement and maintain data quality checks and validation processes to ensure data accuracy and reliability. • Collaborate with data scientists and analysts to understand their data requirements and provide solutions to meet their analytical needs. • Contribute to the development and maintenance of data models, schemas, and dictionaries to ensure data consistency and usability. • Monitor data pipeline performance and troubleshoot data-related issues in a timely manner. • Assist in the evaluation and implementation of new data technologies and tools. • Develop and maintain documentation for data pipelines, processes, and data models. • Contribute to the development of data governance policies and procedures. • Participate in code reviews and knowledge sharing sessions with other data engineers. • Support the migration of existing data pipelines to more scalable and efficient solutions.

• Develop and maintain robust and scalable data pipelines to extract, transform, and load (ETL) data from various sources into our data warehouse. • Design, build, and optimize data models to support analytical needs and reporting requirements. • Collaborate with data scientists to implement and deploy machine learning models and analytical solutions. • Monitor data quality and identify and resolve data integrity issues. • Contribute to the development of data documentation and metadata management practices. • Work with stakeholders to understand their data needs and translate them into technical requirements. • Assist in the evaluation and implementation of new data technologies and tools. • Participate in code reviews and contribute to the development of coding standards and best practices. • Independently manage assigned tasks and projects, ensuring timely delivery and quality results. • Proactively identify opportunities to improve data processes and systems.