Customer Success Manager, Mid-Market, Levelset

Job Description

We’re looking for a Customer Success Manager to drive utilization, retention and growth among our upmarket customer base.  In this role, you’ll serve as a trusted advisor to Levelset’s upmarket customers, building strong relationships with key customer stakeholders and guiding them through their Payment Hero journey from onboarding to renewal. You’ll focus on ensuring Levelset’s customers are well supported, educated, and fully adopted on our platform throughout their journey.

As a successful Customer Success Manager, you will be the key partner for a designated portfolio of Levelset customers in our upmarket segment to increase adoption, drive utilization, stabilize retention and promote loyalty through meaningful business reviews and day to day interactions. You’ll be instrumental in developing and maintaining C-Level relationships and delivering custom ROI analysis for your customer base. You will deliver industry and technology thought leadership while encompassing Procore’s values of Openness, Optimism, and Ownership. 

In this role, you’ll work closely with our Install-Base Sales and Account Executive teams, applying best practices and solutions to ensure customers are set up for success and achieving their individual business goals and objectives. The Customer Success role is expansive and highly visible. 

This position reports into the Manager of Mid-Market and Enterprise Customer Success and will be based remotely in our Austin, TX or New Orleans, LA office. We’re looking for someone to join us immediately.

What you’ll do:

• Gain a strong understanding of strategies and utilize best practices relevant to retaining and growing upmarket accounts while mitigating risk, driving toward net negative churn

• Coordinate and lead strategic and insightful business reviews with large, complex organizational teams

• Lead customers through successful onboarding and manage ongoing success plans to enable customers to achieve their desired business outcomes in Levelset

• Partner with Account Executives, Support, Research, Implementation, and other Levelset teams to develop and maintain best practices in support of customer goals and objectives, creating clarity and visibility both internally and externally

• Build trust and create meaningful relationships among champions and key executives within each account using diligent and clear communication

• Proactively identify and forecast risk as well as growth opportunities within the  portfolio

• Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors

• This position requires up to 25% travel to customer sites

What we’re looking for:

• 3+ years of experience as a Customer Success Manager, Account Manager or similar customer-facing role, preferably in a SaaS environment with larger upmarket customers

• Demonstrated resourcefulness and ability to multitask and prioritize competing customer needs 

• Ability to quickly understand Levelset’s technology and the problems we’re solving in the construction industry

• Experience communicating with all levels of large, complex organizations, especially with the C-Suite

• Strong empathy for customers and a passion for revenue and growth

• Innovative, resourceful, creative, and have a genuine curiosity in their customers’ business

• Goal and results-oriented, optimistic, smart, value-added mindset, proactive, and easily adapts to change

Additional Information

Base Pay Range $58,666 - $80,665 plus commission for an estimated on-target earnings of $73,332 - $100,832. 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 w