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.
