Manager of Customer Success, Outreach

Job Description

Procore is looking for a Manager of Customer Success, Outreach to help lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to small and medium business (SMB) accounts in North America. Procore’s Customer Success team is instrumental to long-term profitability and encompasses onboarding, training, and product adoption. The Outreach Team owns the scale and automation of the Customer Journey, and is the first point of contact a customer often interacts with.

As our Manager of Customer Success for Outreach, 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 role reports to our Director, Customer Success  and is based in Carpinteria, CA or Austin, TX offices. We’re looking for someone to join our team immediately. 

What you’ll do:

• Own the overall success of a team of Outreach Managers including planning, executing and staffing to assure an outstanding client experience that decreases time to first value and drives renewals and contract expansions at a high volume.
• Manage customer success outcomes including increasing renewal rates and reducing churn (NER as an output), driving adoption and customer satisfaction, and fostering Procore advocates to refer new business
• Create and document efficiencies in processes and procedures, continually seeking ways to promote product adoption and  improve customer engagement at scale. Establish and improve new customer and long-term customer lifecycle by implementing best practices, mapping the customer journey, and identifying opportunities for digital and human touch points. Improve automation and streamline operating procedures to help scale the Emerging Customer Success team.
• Manage Outreach Manager activities including Business Review or Client Consultations scheduling and show rates. Track and measure KPIs, milestones, long-term goals and enhancing the Outreach Manager role
• Measure the effectiveness of the Outreach Manager team by refining operational metrics for the team and creating reporting and review cadences, providing status updates to the executive team.
• Foster continuous learning environment, hire top performers, lead and evolve onboarding programs to reduce ramp time and perform ongoing coaching, scale the team, retain talent and define career paths.
• Guide team in client issue resolution and handle escalations
• Cross functional collaboration with Product, ROSE, additional teams within Revenue Org and International Customer Success teams 
• Create company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)
• Point of contact and Subject Matter Expert for ServiceCloud case management, Schedule Once scheduling.
• Report and Analyze customer data to better understand and manage results in SMB business.

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
• Business Development, 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 $112,640-$154,880 plus commission for an estimated on-target earnings of $140,800-$193,600. 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 healthcar