Senior Manager, Customer Success

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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 Specialty Contractor customers. Procore’s Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption while providing a world-class customer experience. 

As our Senior Manager of Customer Success, you’ll partner with leadership to establish strategic plans and objectives that deliver against gross and net retention targets for the Specialty Contractor customers while delivering results within budget and on time. In this role, 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 is located in our Austin office reporting into Procore’s VP of Customer Success, Domestic. We’re looking for someone to join our team immediately.

What you’ll do:

  • Consult with Marketing on the development of tech and human touch playbooks for churn mitigation and expansion; utilize Salesforce Lightning and other Marketing tools
  • In partnership with leadership teams, design and execute strategies that generate targets for customer success qualified lead (CSQL) pipelines and Sales Accepted Opportunities (SAO)
  • Work with Customer Marketing to understand, and document the customer journey, and improve campaigns that yield stronger results in gross and net retention
  • Work with managers, revenue operations and enablement to deliver efficiencies in processes and procedures
  • Work closely with product and documentation teams to guide Procore on effective resources for our Specialty Contractor customers
  • Manage KPIs, milestones, long-term goals supportive of the overall company strategic objectives for revenue growth, gross and operating margins
  • Define reporting requirements that provide relevant information to managers and the executive team
  • Ensure that we are accurately forecasting at-risk accounts within our Specialty Contractor book of business
  • 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 leaders reporting to you by providing coaching and career development opportunities
  • Work with operational teams to plan, staff, and budget resources for our Specialty Contractor Customer Success team
  • Create and foster a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)
  • 25% domestic travel time (about 2x per quarter)

What we’re looking for:

  • 4+ years of experience in a Management or Supervisory position for software Customer Success/Service Teams (i.e. Onboarding Specialists, Implementation Managers, Customer Success Managers, etc.)
  • Understanding of basic SaaS and business metrics with the knowledge of how to modify strategic plans to deliver against targets; proven track record of delivering results for the business
  • 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

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, housing complexes, and more. Our headquarters is located on the bluffs above the Pacific Ocean in Carpinteria, CA, with growing offices worldwide. 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 orientation, veteran status, or any other classification protected by law.

Perks & Benefits

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: competitive health care plans, flexible paid time off (Procore Values Time), employee enrichment and development programs, and volunteer days.

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • SalesforceCRM

Location

Procore Austin is the second largest of our offices, occupying six floors in the Chase Tower at the center of downtown Austin.

What are Procore Technologies Perks + Benefits

Procore Technologies Benefits Overview

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we invest in our people through Learning & Development opportunities, Enrichment Programs, and providing the encouragement and resources to own your role.

Our offices are largely wall-and-door-free, and the company culture reinforces and celebrates creativity, autonomy, and ingenuity. We aim to create a work environment where our employees can say this is the best job they’ve ever had.

Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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