Manager of Customer Success, Procore
Employee stock purchase plan available
Construction management platform
Job no longer available
Construction management platform
1001+ employees
Job no longer available
Employee stock purchase plan available
1001+ employees
Company mission
To forge a better future for everyone in construction.
Role
Who you are
- 1+ 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
- 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
- 1+ years of experience with Financial, Construction, Project Management or ERP software solutions preferred
What the job involves
- 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 small and medium business (SMB) accounts in EMEA
- Procore’s Customer Success team is instrumental to long-term profitability and encompasses onboarding, training, and product adoption
- As our Manager of Customer Success, you’ll promote adoption, secure annual renewals, and identify upsell opportunities while providing outstanding customer success
- 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
- Reporting to our Sr. Director of Customer Success
- 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
- Manage Customer Success Manager activities including Product Adoption Consultations and enhancing Business Review practices. 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)
Our take
Construction tech company Procore offers a cloud-based construction management platform. With substantial productivity gains and cost reductions on the table for construction companies that digitize more efficiently, Procore’s offerings are an attractive prospect for those operating in the industry.
Founded in 2002, Procore now serves over 150 countries, providing a range of products for preconstruction, project management, and resource and financial management. Its platform is built atop multi-zone cloud infrastructure, and is able to house every app, document, and person involved in projects, providing visibility that simplifies processes for everyone involved.
With promising stock performance and a legacy position in the construction tech sector, Procore seems likely to continue a steady upward trajectory in this growing market. On top of this, the company published its first Environmental, Social and Governance report in 2022, highlighting its commitment to work towards a more sustainable future, and has continued to develop integrations and partnerships to improve its offerings.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
May 2020
$150m
LATE VC
Sep 2019
$94.9m
SERIES I
Total funding: $567.8m
Company benefits
- Physical and Mental Wellness Support: With comprehensive healthcare benefits, long-term disability, life insurance and other resources.
- Values-Driven Paid Time Off: Based on openness, ownership and optimism – take the time you need when you need it.
- Retirement Benefits: Such as a 401k or RRSP with employer contribution (varies by country).
- Employee Stock Purchase Plan: Exclusively for eligible employees to purchase discounted shares of PCOR stock.
- Employee Enrichment Program: With classes and programs for personal and professional development.
- Procore Perks: A reimbursable stipend for purpose-driven goods and services that support work/life well-being and physical and financial wellness.
Company HQ
Carpinteria, CA
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