Manager, Strategic Customer Success

Summary

Join our team as a Manager of Strategic Customer Success Engineer (CSE) to lead, evolve, and inspire a team committed to providing long-term value to Procore's customers. As a key role in improving customer confidence and adoption metrics, you'll establish strategic plans, develop processes to scale at hyper-growth speeds, and lead a blended team of traditional Customer Success Managers and Construction/Procore Product backgrounds.

Responsibilities

• 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
• 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)

Benefits

• Base Pay Range $147,200 - $202,400 plus commission for an estimated on-target earnings of $184,000 - $253,000
• Equity Compensation