Manager, Customer Success Engineers (Datagrid)

Procore Technologies is seeking a Manager for their Customer Success Engineers in the Datagrid division. The role involves leading a team focused on customer retention and growth, ensuring success through strategic initiatives and collaboration with engineering and product teams.

Responsibilities:

• Manage the Customer Success Engineers. You will coach them on negotiation tactics, account planning, and navigating complex corporate hierarchies to reach economic decision-makers
• 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
• 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
• 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
• 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
• Partner with the Forward Deployed Engineering (FDE) and Product teams to ensure customer feedback is being used to drive stickiness and expansion

Requirements:

• 5+ years in Customer Success, Account Management, or sales
• 2+ years of experience leading a team in a B2B SaaS environment
• Proven track record of hitting or exceeding revenue targets (renewals and expansions)
• Ability to move beyond 'firefighting' and look at account health trends to build long-term retention strategies