Director, Customer Success (SMB)

Carpinteria, CA

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We’re looking for a Director of Customer Success to help lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to small and medium business (SMB) accounts in North America. In this role, you’ll work with leaders to establish strategic plans and objectives to deliver against retention targets while delivering results within budget and on time. Procore’s Customer Success team is instrumental to long-term profitability and encompasses onboarding, training, and product adoption. 

This position will report to the VP of Customer Success, Domestic and can be based in our Carpinteria, CA headquarters or Austin, TX office.  We’re looking for someone to join our team immediately.

What you’ll do:

  • Develop strategic plans to deliver gross and net retention forecasts to target within budget; adjust strategy and plans accordingly to deliver targeted results
  • Utilize quantitative and analytical skills to drive action and high impact results
  • Move the team away from manual processes and human touch to tech touch that balances the customer experience, employee retention, and business results
  • Work with managers, Revenue Operations, and Enablement to deliver efficiencies in processes and procedures
  • Work closely with Product and Documentation teams to guide Procore on effective self-service implementation resources for our SMB segment
  • Manage KPIs, milestones, and long-term goals supportive of the overall company strategic objectives for revenue growth, gross, and operating margins 
  • Ensure that we are accurately forecasting at-risk accounts within our SMB segment
  • Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team 
  • Create and foster a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)

What we’re looking for:

  • Bachelor’s degree is preferred or equivalent work experience
  • 5+ years of experience in a Managing/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 and 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
  • 25% domestic travel time required (about 1x per quarter)

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.

Perks & Benefits

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: competitive health care plans, unlimited paid vacation, stock options, employee enrichment, and development programs, and friends & family events.