As the Manager, Customer Success Engineering for Procore's Datagrid division you will lead a team of high performing Customer Success Engineers dedicated to retaining and growing our existing customer base. Sitting within the Customer Success vertical, you will bridge the gap between "successful product usage" and "commercial growth." Your mission is to build a predictable engine for renewals and identify expansion opportunities that align with our customers’ long-term goals.
This role will directly report to the Head of Customer Success and the preferred location is Austin, Texas, or Bay Area, California, but we are open to remote US applicants. We’re looking for candidates to join us immediately.
What you'll do:Team Leadership & Coaching: Manage the Customer Success Engineers. You will coach them on negotiation tactics, account planning, and navigating complex corporate hierarchies to reach economic decision-makers.
Revenue Ownership: Own the Gross Retention Rate (GRR) and Net Retention Rate (NRR) targets for your segment. You are responsible for ensuring the team hits renewal and expansion quotas.
Commercial Strategy: Develop and refine the "Expansion Playbook." Identify white-space opportunities within our current book of business and help the team execute upsell/cross-sell strategies.
Forecasting: Maintain a high degree of forecast accuracy for monthly and quarterly renewals. You will report directly to the Head of Customer Success on the health of the renewal pipeline.
Customer Advocacy: Act as the executive sponsor for high-value accounts. Step into difficult negotiations or "at-risk" situations to provide senior-level support and churn prevention.
Cross-functional Collaboration: Partner with the Forward Deployed Engineering (FDE) and Product teams to ensure customer feedback is being used to drive stickiness and expansion.
What we're looking for:
Experience: 5+ years in Customer Success, Account Management, or sales with 2+ years of experience leading a team in a B2B SaaS environment.
Commercial Acumen: Proven track record of hitting or exceeding revenue targets (renewals and expansions). You understand the "art of the deal" as much as the "science of success."
Strategic Thinking: Ability to move beyond "firefighting" and look at account health trends to build long-term retention strategies.
Base Pay Range:
On Target Earning Range:
This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.
For Los Angeles County (unincorporated) Candidates:Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.
