Product Management Paradise: A Reflection on my Time at Propeller
Two years ago, I embarked on a journey that, at first, felt like stepping into the lion’s den. My destination: Propeller, an organization that clearly exuded innovation and fast-paced success. The people seemed nothing short of fantastic, and my anxiety levels were through the roof. Why? Classic imposter syndrome had taken up residence in my mind. I couldn’t fathom how this cutting-edge tech startup had chosen me for the role.
You see, Propeller was a beacon of innovation, with a technical product complex enough to make your head spin. It relied on a labyrinthine tech stack, spanning hardware, data processing, mapping, and high-fidelity visualization. A far cry from my previous role, where I’d managed a humble work management app for tradespeople. My first week at Propeller dumped me right into a whirlwind of action, debate and high-speed problem solving, and it had me nervously jittering in my seat.
Amidst this whirlwind, I clung to one thing — the magic of talking to customers. I might not have known a thing about coordinate reference systems, but I was adept at interviewing customers, and I loved every moment of it. After all, isn’t that what a new Product Manager is supposed to do — get educated? I resolved to use this onboarding period to become a Propeller customer expert, laying a solid foundation for bringing value to the business.
What I didn’t realize back then was that I’d landed in a customer-centric PM paradise.
I get it; talking about being a “customer-centric” Product Manager sounds cliché, like a rehearsed chat with GPT. But here I am, embracing it anyway because, at Propeller, it’s a way of life.
You might be wondering why, and there are two key reasons.
Firstly, we’ve cultivated a culture where the customer’s voice isn’t just heard — it’s cherished. Decisions aren’t made here without multiple doses of customer sentiment. This culture flows through every nook and cranny of our organization. We boast a massive customer success team because we genuinely care about our customers and their success with our product. Our CEO spends more time talking to customers than any CEO I’ve ever seen. He understands them deeply and, most importantly, cares about them. Caring about customers at Propeller isn’t just encouraged — it’s a way of life. It’s what fuels our engine.
And then there are our customers themselves — simply outstanding individuals. I’ve had countless interactions with Propeller customers, and nearly every one has been not just valuable but genuinely enjoyable. They relish talking to us, and I, in turn, relish talking to them.
Sure, part of this enthusiasm stems from their love for our product and their desire to help it improve. But I believe there’s a more profound human aspect at play. Our customers are genuinely good people, striving to excel in a competitive industry. They’re smart and hardworking, yet when we connect, they’re humble, generous, and open. It’s like they’ve adopted our own value of “100% impact, 0% ego.” It’s incredibly refreshing.
In the world of Product Management and software development, challenges are aplenty and often overwhelming. Like most tech companies, we face tough decisions, priorities that seem impossible to set, and we must often deliver disappointing news. There are times when we’re genuinely stumped.
But in those moments, we have our customers. More often than not, a quick chat with a customer provides instant clarity and grounds our decision-making. Some of my customers have become not just professional contacts, but friends. Whether it’s feasting on BBQ in Texas, sampling peculiar fried cheese “things” in Milwaukee, or diving into the intricacies of the construction world, spending time with our customers at Propeller has been the highlight of my career.
Two years have passed since I clung to customer interviews like a life raft in the stormy seas of a seemingly overwhelming new role. The intimidation and imposter syndrome have long since melted away, replaced by the warmth and support of the incredible people at this remarkable company. But my love for our customers, and the lifeline they threw me when I started here, hasn’t gone anywhere — it’s only grown stronger with time.
