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
• 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, QBR 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 value, so we provide access to Pluralsight, Masterclass, and progressive career matrices
• Tech setup: We make sure our team is equipped with the right tools and tech to set them up for success from Day One
• Community initiatives: We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns
• DEI initiatives: We run a diversity, equity, and inclusion roundtable monthly where we host guest speakers and tackle the topics that matter
• Referral program: It’s all about who you know. Our grand prize for our Referral Bonus Program is a bucket list vacation for two!
• Responsible time off: We know there’s more to life than just work, which is why we offer generous Responsible Time Off for all of our team members. We encourage our team to take breaks, unplug and come back to work energized!

• For customer-facing roles, maintains an up-to-date LinkedIn 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
• Passion for customer success, with a customer-centric mindset and a problem-solving attitude
• Thrives in a fast-paced, evolving environment, and is comfortable navigating ambiguity while adapting to a changing culture
• Strong experience leading multi-stakeholder implementations, rollouts, and change management initiatives
• Excellent communication, negotiation, and presentation skills, with the ability to influence and drive action
• Comfortable managing escalations and turning challenges into opportunities for growth
• Able to work effectively cross-functionally, aligning with Product, Sales, and Support teams to deliver strong customer outcomes
• A data-driven, strategic thinker who proactively identifies risks and opportunities to drive retention and expansion
• Proven ability to build executive-level relationships and influence across both customer organizations and internal teams
• 5+ years of Customer Success experience in SaaS, with a track record of managing and growing a high-value book of business
• Experience in procurement, AP automation, or fintech industries is a plus
• If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway
• We know that feelings of imposter syndrome can get in the way of meeting incredible candidates, and we certainly don’t want those feelings to get in the way of meeting you!
• We really want to get to know you and why you’re great for the role. Please avoid including your picture and age on your resume