Customer Success Manager, Strategic

Job Description

We’re looking for a Strategic Customer Success Manager to focus on retaining and expanding our strategic customers. In this role, you’ll serve as the post-sale lead on the account, including driving adoption, value realization, success planning, integrations, and strategic initiatives while serving as an industry expert, trusted advisor, and thought-leader representing Procore.  

As a successful Strategic Customer Success Manager, you’ll develop a deep understanding of Procore’s value proposition for the industries we serve, and you’ll leverage your curiosity and consultative mindset to confidently build relationships, influencing, and consulting with executives at some of the world’s largest companies. With drive and creativity, you’ll keep the customers’ desired outcomes top of mind.  And most importantly, you’ll serve as the voice of the customer, ensuring that each customer is able to achieve their goals and realize the value of Procore throughout their journey.

This role can be based remotely from a US location or in our Carpinteria, CA, New York City, or Austin, TX office. We’re looking for candidates to join our team immediately!

What you’ll do:

• Develop an understanding of your customers’ business objectives by buildings trust and creating meaningful relationships among key stakeholders and Executives

  • Actively participate in strategic efforts including executive briefings, thought-leadership opportunities, and industry events 

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

  • Ensure an optimal customer experience by managing internal relationships that impact the customer, including conversations with multiple stakeholders across presales, post sales, marketing, Executives and various Customer Success teams

• Drive customer engagement by creating and executing against customer success plans, ensuring all product tools are fully optimized, key integrations are configured, and customer stakeholders understand the value of their investments in Procore.

  • Deploy field user surveys and create business cases that help customers quantify Procore’s ROI and champion expansion within their organizations.

  • Consult customers on how to most-effectively use Procore to achieve key business outcomes by utilizing multiple resources to proactively monitor adoption trends

• Leverage your business acumen, customer relationships, and health data to forecast your accounts

  • Identify new revenue opportunities by positioning the value proposition of Procore’s products and services in a way that aligns to our customers’ long-term business objectives.

  • Create execution/risk plans to minimize churn and ensure alignment with Procore’s cross-functional, leadership, executive and product teams.

  • Proactively plan your book of business, working at least two quarters out, including creating mutual action plans that drive desired outcomes that grow Procore’s revenue in a predictable manner.

• Lead within our business and inspire our Customer Success Managers to meet and exceed their goals

  • Share our culture story by proactively attending a variety of Procore internal and external events, including Procore Groundbreak

  • Serve as a voice of CSMs within Procore, sharing your experiences in meetings while driving collaboration between offices to help unify our teams and build a strong culture

  • Lead and inspire peers to exceed objectives, champion change, and scale Procore globally

• Up to 50% travel to client sites, industry events, and other Procore offices as determined by business need

What we’re looking for:

• 7+ years of account management, customer success, relationship management, or management consulting experience focused on Enterprise (e.g., Fortune 500) or global clients

• Seeking to work in a dynamic environment under tight deadlines

• Compassion for internal and external customers

• Deep understanding of value drivers in recurring revenue business models

• History of servicing large, complex organizations with demonstrated ownership of all aspects of a market segment

• Successful candidates are innovative, persuasive, creative, and have a genuine curiosity in their clients’ business

• Experience working with Global customers preferred

• While this isn’t a sales role, previous sales experience is a plus—you’ll challenge customers to expand and help renew potential seven-figure contracts 

Additional Information

Base Pay Range $136,640 - $187,880 plu