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Director, Customer Success

Toronto, Canada | Procore

  • Industry:
    Computer Software / Computer Games
  • Position Type:
  • Functions:
    General Management
    Customer Experience & Support
  • Experience:
    7-10 years
Job Description:
53 people have viewed this job

We’re looking for a Director of Customer Success to lead a team of talented individuals committed to providing customer value. Customer Success is a vital team at Procore, instrumental to long-term growth and profitability, and encompasses customer on-boarding, adoption, advocacy, retention, renewals, and up-sell. You’ll focus on evolving our current processes to scale at hyper-growth speeds while leading a team by Procore’s values of Openness, Optimism, and Ownership. 

We are looking for great candidates for this position to work out of our Toronto office. This role will focus on our clients in the Canadian market.

What you’ll do:

• Drive customer satisfaction across the entire customer journey by helping them to maximise the value of their Procore platform so they renew and expand their use of our products

• Build and nurture C-level relationships across our top accounts

• Lead a diverse team of high-performing customer success professionals, and provide the best experience and career development opportunities for them

• Lead by example in ensuring that Procore continues to be one of the best places to work in the tech industry

• Participate in the global Customer Success leadership team; identify, share and borrow best practices and improvements in how we drive customer value

• Work alongside and collaborate closely with cross-functional teams and leaders, including sales, pre-sales, product, PS and support, to ensure a seamless experience for customers and our team

• Travel is required up to 30%

What we’re looking for:

• 8+ years of experience scaling and developing customer-facing organisations

• Relevant Bachelor’s degree paired with pre and post-sales experience

• Deep understanding of value drivers in recurring revenue business models

• Enthusiastic and creative team leader with the ability to inspire others, and a track record of high employee engagement

• Ability to manage influence through persuasion, negotiation, and consensus-building; an analytical and process-oriented mindset

• Ability to rapidly build rapport with executive stakeholders

• Excellent communication and presentation skills

• Experience successfully building and leading diverse teams

• Eligible to work in Canada without sponsorship

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