Manager, SMB Customer Success

Summary

Join Procore as a Manager of Customer Success and lead a team dedicated to providing exceptional value to our Specialty Contractor customers. You will partner with leadership to develop strategic plans, manage KPIs, and collaborate cross-functionally to achieve revenue growth targets. This role involves overseeing a team of Customer Success Engineers, developing strategies for team growth and learning, and fostering a customer success culture across the organization. Based in Heredia, Costa Rica, this on-site position requires working three days a week. You will be responsible for driving product adoption and logo retention while delivering results within budget and on time. Immediate start is preferred.

Requirements

• 3+ years of experience in a management or supervisory position for software Customer Success/Service Teams (i.e. Onboarding Specialists, Implementation 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
• 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
• Proficient in English

Responsibilities

• 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 15% travel to client sites, industry events, and other Procore offices

Preferred Qualifications

• Deep understanding of value drivers in recurring revenue business models with experience managing or working within revenue-focused teams at a SaaS company
• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.)