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 …