Manager, Customer Success

2 weeks ago

Sydney, New South Wales, Australia Procore Technologies Full time

As **Manager **of our** Commercial Customer Success **team, you will play a crucial role in driving the retention and expansion of our customer base, through increased adoption and engagement. You will be responsible for overseeing a team of dedicated Customer Success Managers, aligning their efforts with company objectives, and fostering a customer value-centric culture.

This position reports directly to the APAC Director of Customer Success. This role is based out of our Sydney office.

**What you'll do**:

- 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.
- Identify and nurture customer advocates to promote positive testimonials, case studies, and referrals. Work closely with the marketing team to leverage customer success stories for promotional activities.

**What we're looking for**:

- Proven experience in managing a Customer Success team in a SaaS environment
- Demonstrated success in being accountable for Net Expansion Revenue and Churn metrics
- Strong analytical skills with the ability to interpret data and make informed decisions
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Familiarity with the construction industry is a bonus.

**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.

If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.

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