Senior Customer Success Manager

Senior Customer Success Manager 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.

ABOUT

THE ROLE 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 gr