Customer Success Manager, Scale

Customer Success Manager, Scale

Procurify is the AI‑enhanced procurement and AP automation platform for the mid‑market. We make it easy for organizations to take control of spend and save money. We’re looking for a talented and team‑driven Customer Success Manager, Scale to join us on our journey.

Procurify is looking for an enthusiastic, organized, and detailed oriented person who is passionate about ensuring our customers’ successful partnership with Procurify.

Everyone at Procurify is a team player. A big part of this role involves building relationships internally and externally and advocating for our customers. We’re seeking entrepreneurial people who are willing to challenge the status quo and contribute to larger strategic objectives.

This role will be responsible for managing a large portfolio of SMB accounts, being a champion advocate and customer obsessed; responsibilities to include but not limited to collaborating, supporting and delivering value to customers, identifying areas of growth to support and aiding in change management. You will be joining a team of motivated individuals who excel at building relationships and setting clients up for success!

• A large number of SMB customers (anywhere from 125–200 customers) are focused on retention and growth

• Managing multiple customer relationships at scale using a digital‑first strategy

• Designs, executes, and optimizes automated playbooks and digital engagement journeys to drive adoption, retention, and expansion.

• Leverages customer health dashboards and product analytics to proactively identify adoption gaps, low‑usage trends, and potential churn risks; deploys automated health checks and targeted nudges to guide customers toward desired outcomes.

• Advocate for clients internally, collaborate with cross‑functional teams to address customer needs and resolve issues.

• Challenge the status quo and leverage automation and technology to seek out operational efficiencies

• Work closely with other sub teams with CX to share feedback, areas of improvement and recognition

• Work with CX team closely to understand the customer journey and how we can continuously show value to our customers

• Team player for fellow team members; strategize, brainstorm and think outside of the box to promote best practices and areas of improvement

• Live the Procurify values!

• 3+ years of Customer Success experience in a SaaS environment

• Experience working with a large book of customers (125+)

• Strong analytical skills; able to interpret dashboards, usage signals, and customer health trends

• Comfortable with CS tools (e.g., Vitally, Salesforce, in‑app messaging, automation platforms)

• Excellent triage skills—knows when to apply 1:1 support vs. scalable, digital‑led engagement

• Self‑starter attitude and naturally thinks outside the box

• Excellent written and verbal communication skills, both internally and externally

• Successful experience speaking and presenting to customers and stakeholders

• Customer‑centric mindset; challenges the status quo and finds a better way

• Proven track record of growing and developing customers, with a keen ability to understand a client’s needs and suggest solutions to retain and enhance growth opportunities

• Understands our buyer personas and the needs / “pains” of our target market

• Excellent attention to detail

• Keeps up to date on trends and news from the industry, our competitors, and our target market

• Comfortable working independently as well as part of a team in a fast‑paced environment

• For customer‑facing roles, maintains an up‑to‑date Linked In profile and ensures it is refreshed upon joining, to reflect their role at Procurify and help maintain a consistent, professional presence across our GTM team.

Procurify is a remote‑first company with a big heart and a strong ambition to modernize the way organizations manage business spend. We’re trusted by hundreds of companies around the world — across industries like biotechnology, education, health care, manufacturing, and software — to manage over $30B in spend. We recently closed $50M in Series C funding to help us…