Senior Manager, Customer Success, Strategic

Job Description

We’re looking for a Senior Manager of Customer Success to help lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to Procore’s customers. Procore’s Customer Success team is instrumental to long-term profitability by identifying expansion opportunities, mitigating risk, driving adoption while providing a world-class customer experience. 

As our Senior Manager of Customer Success, you’ll partner with the leadership to establish strategic plans and objectives that deliver against gross and net retention targets for our Strategic customers while delivering results within budget and on time. In this role, you'll focus on evolving our current processes and be a hands on leader to help support our largest customers while coaching and developing each member of your team.  Your role includes developing a team that embraces Procore’s values of Openness, Optimism, and Ownership.

This position will report to Procore’s VP of Customer Success. We’re looking for someone to join our team immediately.

What you’ll do:

• Partner closely with each CSM on their account strategies, frequently supporting escalations and account management.

• Collaborate with peers across the organization (with an emphasis on Sales and Marketing) to ensure a cohesive ‘one team’ motion with customers.

• Hands on coaching and development of CSM deliverables, including Business Reviews, Success Plans and ROI Deliverables.

• Own and manage high-profile projects and activities designed to improve our business and customer needs.

• Influence and evolve the direction of our team and global presence among our largest customers in the world.

• In partnership with leadership teams, design and execute strategies that generate targets for customer success qualified lead (CSQL) pipelines and Sales Accepted Opportunities (SAO)

• Manage KPIs, milestones, long-term goals supportive of the overall company strategic objectives for revenue growth, gross and operating margins

• Ensure that we are accurately forecasting at-risk accounts within our Strategic  book of business, while also deploying strategies to mitigate risk

• Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team

• Support the development of CSMs reporting to you by providing coaching and career development opportunities

• Work with operational teams to plan, staff, and budget resources for our Strategic Customer Success team

• Create and foster a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)

• 30% domestic travel time (about 2-3x per quarter)

What we’re looking for:

• 5+ years management experience managing Customer Success or Account Management Teams

• Excellent coaching/player coach capabilities

• Experience leading conversations with Fortune 100 Companies

• Strong business acumen

• Experience in Sales and/or Marketing roles

• Previous experience working as a CSM or in adjacent roles (Implementation, Professional Services, Support)

• Strong project management and execution skills

• Experience with renewals, forecasting 

• 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 $142,080 - $195,360 plus commission for an estimated on-target earnings of $177,600 - $244,200. 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