Manager, Customer Success, Specialty Contractors

Job Description

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 onboarding, training, and product adoption. 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. This role can be based remotely out of the US––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 small and medium business (SMB) accounts in North America, including planning, executing, and staffing to ensure an outstanding client experience that decreases time to first value and drives renewals
• 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 lifecycles 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, including tracking and measuring KPIs, milestones, long-term goals, etc.
• Measure the effectiveness of the Customer Success Manager team by refining operational metrics for the team and creating reporting and review cadences, providing status updates to the executive team
• Foster a 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 a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)

What we’re looking for:

• Bachelor’s Degree; 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
• Customer support or implementation services experience on SaaS software platforms, including onboarding, training, and client relationships
• A 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 a passion for revenue and growth
• An analytical and process-oriented mindset with a desire for continuous learning and improvement

Additional Information

Base Pay Range $108,800-$129,200 plus commission for an estimated on-target earnings of $136,000-$161,500. 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.

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 o