Manager, Customer Success, Mid-Market (Owners) at Procore Technologies

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We’re looking for a Manager of Customer Success to help lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to our medium-sized Owners customers. Procore’s Customer Success team is instrumental to long-term profitability and encompasses all aspects of NRR optimization.

As our Manager of Customer Success, your primary responsibility is to lead a growing team of very talented and driven Mid-Market CSMs.  As their leader, you’ll work to help promote adoption, mitigate risk, and identify upsell and expansion opportunities while providing excellent coaching and mentorship. 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 can be based in New York, NY, Austin, TX, or Carpinteria, CA and will be reporting to the Senior Director of our Owners vertical.  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 including planning, executing and staffing to assure an outstanding client experience that decreases time to first value and drives renewals and contract expansions
  • 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 lifecycle by implementing best practices, mapping the customer journey, and identifying opportunities for listening points and interventions
  • Track and measure KPIs, milestones, long-term goals and enhancing the Customer Success Manager role
  • Measure the effectiveness of the Customer Success Manager team by refining operational metrics for the team and creating reporting and review cadences, provide status updates to the executive team
  • Foster 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 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
  • 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.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
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
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
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