Manager, Strategic Customer Success

Job Description

We’re looking for a Manager of our Strategic Customer Success Engineer (CSE) team to help lead, evolve and inspire a team of accomplished individuals committed to providing long-term value to Procore’s customers. Procore’s Customer Success Engineering team is a new role that combines traditional Customer Success framework with an elevated level of Construction and Procore expertise. This new role is instrumental to the long-term profitability of Procore by mainly focusing on improving each customers’ usage and adoption metrics while instilling confidence in the value they are realizing by utilizing our suite of tools.

As a Manager of the Strategic CSE team, you’ll partner with leadership to establish strategic plans and objectives that deliver against our goals to improve our customers confidence in our technology, while deploying techniques to improve customers usage and adoption of Procore. 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 will report to Procore’s VP of Strategic Customer Success. We’re looking for someone to join our team immediately.

What you’ll do:

• Lead a blended team of traditional Customer Success Managers with those coming in from traditional Construction/Procore Product backgrounds into this new world of Customer Success Engineers. Play a lead role in ensuring we’re taking the best skills and attributes of each role and working effectively to evolve team members into our desired end state of the Customer Success Engineer
• In partnership with leadership teams, design and execute strategies that actively improve our customers usage and adoption of Procore tools
• Put an emphasis on the relationship between yourself and your team and our Account Managers and their leadership team, for the betterment of our Customers
• Work closely with internal and external parties to help document, identify and adhere to the newly defined roles and responsibilities associated with our Customer Success Engineer role
• Hold CSE’s accountable for the newly define High Value Activities they’re responsible for delivering 
• Work cross functionally with Regional Sales Directors, Sales Engineers, Global Professional Services Organization and Marketing (among other teams) for the betterment of our team and evolution of our role
• Work closely with product and product marketing teams to guide Procore on effective resources for our customer base
• 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 our team
• 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 those reporting to you by providing coaching and career development opportunities
• Work with operational teams to plan, staff, and budget resources for our Strategic Team
• Create and foster a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)
• Up to 30% domestic travel time (about 2-3x per quarter)

What we’re looking for:

• 3+ years of experience in a Management or Supervisory position for software Customer Success/Service Teams (i.e. Sales Engineers, Product Consultants, Project 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
• 8+ years of Procore experience prefered. 

Qualifications

What we’re looking for:

• 8+ years of Construction industry experience
• 3+ years of experience in a Management or Supervisory position for software Customer Success/Service Teams (i.e. Sales Engineers, Product Consultants, Project 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
• 8+ years of Procore experience preferred 

Additional Information

Base Pay Range $147,200 – $202,400 plus commission for an estimated on-target earnings of $184,000 – $253,000. This role is also eligible for Equity Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

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.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] to discuss reasonable accommodations.

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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.

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