We're looking for a Manager, Customer Success, to help lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to Procore's Specialty Contractor accounts in North America. Procore's Customer Success team is instrumental to long-term profitability and encompasses product adoption and overall health to deliver against gross and net retention targets.
As Manager of Customer Success, you'll promote adoption, secure annual renewals, and identify opportunities to upsell while providing outstanding customer success. You'll focus on evolving our current processes to scale at hyper-growth speeds while leading and developing a team that embraces Procore's Openness, Optimism, and Ownership values.
This role reports to our Director, Customer Success, and can be based remotely in the US within the Pacific or Central time zones. We're looking for someone to join our team immediately.
What you'll do:
Own the overall success of a team of Customer Success Managers including planning, executing, and staffing to assure an outstanding client experience that decreases time-to-value, drives renewals, and contract expansions
Manage customer success outcomes, including increasing renewal rates and reducing churn, driving adoption and customer satisfaction, and fostering Procore advocates to refer new business
Create efficiencies in processes and procedures, continually seeking ways to promote product adoption
Establish and improve new customer and long-term customer lifecycle by implementing best practices, mapping the customer journey, and identifying opportunities for listening points and interventions
Manage team activities, including guiding team in client issue resolution, escalations, product adoption consultations, and enhancing business review practices
Measure the effectiveness of the Customer Success Manager team by refining operational metrics, KPIs, milestones, and long-term goals; create reporting and review cadences, provide status updates to the executive team
Hire, scale, and retain top talent by fostering a continuous learning environment, defining career paths, and evolving onboarding programs to reduce ramp time
Create a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)
What we're looking for:
2+ years of experience in a Managing/Supervisory position for software Customer Success/Service Teams (i.e., onboarding specialists, implementation managers, customer success managers, etc.)
1+ years of experience with Financial, Construction, Project Management, or ERP software solutions preferred
Bachelor's Degree or equivalent experience
Customer support or implementation services experience on SaaS software platforms, including onboarding, training, and client relationships
Deep understanding of value drivers in recurring revenue business models with experience managing or working within revenue-focused teams at a Saas company is preferred
An enthusiastic and creative leader with the ability to inspire and motivate others
Influence through persuasion, negotiation, and consensus-building
Empathy for customers and passion for revenue and growth
An analytical and process-oriented mindset with a desire for continuous learning and improvement
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Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.
Perks & Benefits
You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.
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