Manager, Customer Success at Procore Technologies (Austin, TX)
We’re looking for a Manager, Customer Success to join Procore’s Customer Success team. In this role, you’ll help lead, scale, and inspire a team of accomplished individuals focused on implementing new customers and committed to providing long-term customer value
As a Manager, Customer Success you’ll partner with sales, marketing, and other CS leaders to promote adoption, secure annual renewals, and identify upsell opportunities. 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 to the Director of Customer Success for SMB and will be based in our Austin or Carpinteria office. We’re looking for someone to join us 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. This includes 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 process 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
Manage Customer Success Manager activities including Product Adoption Consultations and enhancing Business Review practices. Track and measure KPIs, milestones, long-term goals and enhance 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.
What we’re looking for:
Two or more years of experience in a Managing/Supervisory position for software Customer Success/Service Teams (i.e. onboarding specialists, implementation managers, customer success managers, etc.).
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.
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.
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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 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: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.