Customer Success Manager, Enterprise

2 months ago

Sydney, Australia Procore Technologies Full time
Job Description

We are currently seeking an Enterprise Customer Success Manager who will cover our clients in Australia and New Zealand. Your primary responsibility will be to ensure the retention and growth of these clients. Acting as a bridge between our Sales team and customers, you will implement best practices and solutions to help our clients derive value from Procore and achieve their business objectives.

As a successful Enterprise Customer Success Manager, you’ll use your consultative mindset to leverage Procore’s technology within the industries we serve. You’ll be instrumental in creating long-lasting partnerships and delivering clear, tangible value through your own expertise and leveraging cross-functional peers and resources. You’ll leverage your commercial experience to enable customers to leverage the maximum from Procore leading to growth through proactively identifying upsell and cross-sell opportunities. You will encompass Procore’s values of Openness, Optimism, and Ownership. This role will be positioned to support one of the assigned verticals of our Enterprise accounts.

This position is based in Sydney and reports to the Manager of Customer Success. If you are interested, we encourage you to apply immediately and become part of our team 

What you’ll do:

  • Foster trust and build meaningful relationships with key stakeholders and Executives to gain a deep understanding of customers' business goals
  • Grow our customer partnerships by providing world-class customer service and solving strategic customer problems
  • Conduct business reviews, and on-site meetings, and develop success plans that align with customers' business objectives, ensuring they recognize the value Procore brings to their organization
  • Proactively identify cross-sell and upsell opportunities by expanding your network, comprehending customer needs, and aligning them with their objectives.
  • Work collaboratively with internal teams to implement customer success plans, forecast risks, reduce churn, boost customer engagement, and generate growth opportunities within your portfolio
  • Stay informed about customer needs, industry trends, market activities, and competitors to identify product requirements or new offerings for the ANZ market
  • Share our culture story by proactively attending a variety of Procore internal and external events
  • Represent the voice of your customers within Procore, advocating for their needs and experiences to raise awareness and drive improvements
  • Collaborate with other CSMs globally to help unify our teams and build a strong culture
  • Lead and inspire your peers to surpass objectives, champion transformative changes, and contribute to Procore's global expansion
  • 10-15% travel to client sites, industry events, and more

What we’re looking for:

  • Ideally 5-10 years of sales or account management experience
  • Having previous experience in post-sale activities is essential
  • Proven track record of effectively managing software client services, with a history of renewing and expanding contracts valued in the seven-figure range.
  • Comfortable working independently and possessing a proactive, self-starting mindset, capable of taking the lead in managing our portfolio of new and existing customers.
  • Leaders who are looking to take their next step in Customer Success with aspirations to collaborate globally and drive processes locally
  • Strong empathy towards customers, coupled with a passion for driving revenue and fostering growth.
  • In-depth understanding of the key drivers in recurring revenue business models.
  • History of servicing large, complex organizations with demonstrated ownership of all aspects of a market segment
  • Goal and results-oriented, with an optimistic, smart, and value-added mindset, demonstrating proactive adaptability to change.
  • Successful candidates possess innovation, persuasion, creativity, and a genuine curiosity in understanding their customers' businesses.

  In order to distinguish yourself, you would come with :

  • Experience related to Top ENR construction and/or Fortune 500/ASX 50 is preferred
  • Prior successful work experience in a startup/scale-up environment
  • A combination of pre and post-sales experience

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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