What are the responsibilities and job description for the Manager, Strategic Customer Success position at Procore Technologies?
We’re looking for a Manager, Strategic Customer Success to help lead, evolve, and inspire a team of accomplished customer success engineers (CSE) committed to providing long-term value to Procore’s customers. Procore’s Customer Success team is instrumental to long-term profitability by driving adoption while providing a world-class customer experience.
As a Manager. Strategic Customer Success, you’ll partner with leadership to create strategic plans and set goals aimed at product adoption and logo retention targets for our Strategic 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 role reports to the Vice President, Strategic Customer Success and can be based remotely from a US location or in our Carpinteria, CA, Tampa, FL, or Austin, TX office. We’re looking for candidates to join our team immediately!
What you’ll do:
- Oversee a team of high-performing Customer Success Engineers make data-driven recommendations to our customers on how they can optimize the value of Procore, based on customer analytics and industry best practices.
- Manage KPIs, milestones, and long-term goals supportive of the overall company strategic objectives for revenue growth, gross and operating margins
- Collaborate cross-functionally with various partnering teams as well as broader leadership and executives
- 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
- Create and foster a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)
- Up to 25% travel to client sites, industry events, and other Procore offices
What we’re looking for:
- 2 years of experience in a management or supervisory position
- 8 years of Construction industry expertise
- 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
- Enthusiastic and creative leader with the ability to inspire and motivate others
- Influence through persuasion, negotiation, and consensus-building
- Analytical and process-oriented mindset with a desire for continuous learning and improvement
- Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus
- Understanding of value drivers in recurring revenue business models with experience managing or working within revenue-focused teams at a SaaS company is preferred
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 healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.
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, 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 candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.
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Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
For Los Angeles County (unincorporated) Candidates:
Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.
