Senior Customer Success Manager Job Hamilton area,Ontario Canada,Customer Service/HelpDesk

Procurify is the leading agentic procurement platform for the mid-market, helping organizations take control of their spend and make smarter financial decisions
We’re building an ambitious, high-performance company where talented people are trusted with meaningful ownership and given the opportunity to make a real impact
Our remote-first culture values accountability, resilience, collaboration, and continuous growth
You’ll work alongside driven teammates on complex, important problems, grow your career through meaningful challenges, and help shape an AI-native company at a defining moment in the evolution of agentic procurement
We’re looking for a talented and team-driven Senior Customer Success Manager to join us on our journey
Procurify is looking for a strategic, customer-obsessed, and results-oriented leader who thrives on building deep relationships and driving long-term value for our customers
As a Senior Customer Success Manager, you will manage a larger and more complex book of business, leading high-impact customer engagements, expansions, and rollouts
You will act as a trusted advisor to executive stakeholders, proactively drive customer success strategies, and confidently manage escalations while maximizing growth opportunities
Your ability to navigate complex customer landscapes, align business objectives, and advocate for customer needs will be crucial to the role’s success
Own and grow a strategic book of business valued at $2M+, ensuring customer retention, expansion, and long-term success
KPIs:
Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Logo Retention Rate, Customer Lifetime Value (CLTV)
Build and nurture long-term executive-level relationships to drive customer advocacy, adoption, and expansion opportunities
KPIs:
Executive Engagement Score, Customer Health Score, Customer Satisfaction (CSAT), Referenceable Customers
Provide strategic guidance across onboarding, integrations, platform configuration, and ongoing engagement
Act as a trusted advisor, providing data-driven insights and strategic guidance to customers to help them achieve their business objectives
KPIs:
Customer Business Outcome Achievement, Q Completion Rate
Proactively improve customer health by continuously showing value and outcomes achieved, identifying and mitigating risks, managing escalations with confidence and implementing retention strategies
Drive cross-functional collaboration, aligning customer needs with product, sales, and support teams to improve customer outcomes
KPIs:
Internal Feedback Utilization, Product Adoption Growth
Identify and execute upsell and expansion opportunities to maximize customer value and contribute to revenue growth
KPIs:
Expansion Revenue
Advocate for customer needs while fostering executive relationships and collaborating effectively across internal teams, balancing business objectives to deliver measurable customer success and business growth
Serve as a subject matter expert on best practices for procurement, AP automation, and spend management

Benefits

Remote-first:
As a remote-first organization, our team can work anywhere within Canada
Flexible work hours:
We don’t have set hours. You have the flexibility to work on the schedule that works for you and your team
Health benefits:

We prioritize our team’s health and wellbeing. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account
Stock options:
Everyone has a chance to own a part of Procurify with our competitive stock program
Financial wellbeing:
We provide Wealthsimple programs and access to financial advisors to support our team’s diverse life goals
Training and development:
Personal and technical growth are things that we…