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Enterprise Manager, Customer Success

Procore

Procore

Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Friday, June 7, 2024

Job Description

As our Enterprise Manager, Customer Success you will play a crucial role in driving the retention and expansion of our customer base across ANZ and Asia, through increased adoption and engagement. Procore’s Customer Success team is instrumental to long-term profitability by identifying upsell opportunities, mitigating risk, driving adoption while providing a world-class customer experience.

This position reports directly to the APAC Senior Director of Customer Success and will be based in our Sydney office.

Key Responsibilities:

  • Lead, mentor, and inspire a team of Customer Success Managers to achieve individual and team goals.
  • Foster a collaborative and positive team culture, encouraging continuous learning and development.
  • Accountable for Net Expansion Revenue and Churn metrics, working strategically to maximize customer lifetime value.
  • Develop and execute strategies to increase customer satisfaction, loyalty, and overall success.
  • Collaborate with sales, marketing, and product teams to forecast customer growth and identify opportunities for upselling and cross-selling. Drive pipeline generation by ensuring strong customer engagement, and enabling and empowering your team to discover and qualify upsell and cross sell opportunities.
  • Ensure that we are accurately forecasting at-risk accounts within our ANZ and Asia book of business.
  • Work closely with product and documentation teams to guide Procore on effective resources for our ANZ and Asia customers
  • Manage KPIs, milestones, long-term goals supportive of the overall company strategic objectives for revenue growth, gross and operating margins.
  • Identify and nurture customer advocates to promote positive testimonials, case studies, and referrals.
  • Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team.
  • Work closely with the marketing team to leverage customer success stories for promotional activities.

Qualifications:

  • 3+ years proven experience in managing a Customer Success team in a SaaS environment
  • 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.
  • Demonstrated success in being accountable for Net Expansion Revenue and Churn metrics
  • 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
  • Exceptional leadership and team management skills.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

Additional Information

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

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 employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

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