Job Description
This role is only open to candidates who live in a PST or CST time zone.
We’re looking for a Manager of Customer Success to help lead, scale, and inspire a team of accomplished individuals focused on implementing new customers and committed to providing long-term customer value. Customer Success is an important team at Procore, instrumental to long-term profitability, and encompasses on-boarding, training, and product adoption.
As a Manager of Customer Success, you’ll promote adoption, secure annual renewals, and identify upsell opportunities 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 values of Openness, Optimism, and Ownership.
This position reports into our Director of Customer Success for Procore's Owners Vertical and can be based out of our Carpinteria, CA, Austin, TX, Portland, OR office or remotely to candidates who live in a PST or CST time zone only. 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 overseeing our Commercial (medium-sized businesses) accounts in North America. This includes planning, executing and staffing to assure an outstanding client experience that decreases time to first value and 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 process 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 Customer Success Manager activities including Product Adoption Consultations and enhancing Business Review practices. Track and measure KPIs, milestones, long-term goals and enhancing the Customer Success Manager role
Measure the effectiveness of the Customer Success Manager team by refining operational metrics for the team and creating reporting and review cadences, provide status updates to the executive team.
Foster continuous learning environment, hire top performers, evolve onboarding programs to reduce ramp time, scale the team, retain talent and define career paths.
Guide team in client issue resolution and handle escalations
Create company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive).
What we’re looking for:
Bachelor’s Degree preferred
Two or more 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
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
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
Analytical and process-oriented mindset with a desire for continuous learning and improvement
Additional Information
Base Pay Range $120,000 - $165,000 plus commission for an estimated on-target earnings of $150,000 - $206,250. This role is also eligible for Equity Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.
Perks & Benefits
At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.
About Us
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.
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