Manager, SMB Customer Success

Job Description

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 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 of Customer Success, you’ll partner with leadership to create strategic plans and set goals aimed at product adoption and logo retention targets for our Specialty Contractor 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 will be based in our Heredia, Costa Rica, office and requires working on-site three days per week. We're looking for someone to join us 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 15% travel to client sites, industry events, and other Procore offices

What we’re looking for:

• 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

• 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

• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus

• Proficient in English

Additional Information

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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