Senior Customer Success Manager

About Procurify

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.

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.

What You'll Be Working On

• 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.

Who We're Looking For

• 5+ years of Customer Success experience in SaaS, with a track record of managing and growing a high-value book of business.
• Proven ability to build executive-level relationships and influence across both customer organizations and internal teams.
• Strong experience leading multi-stakeholder implementations, rollouts, and change management initiatives.
• Thrives in a fast-paced, evolving environment, and is comfortable navigating ambiguity while adapting to a changing culture.
• Able to work effectively cross-functionally, aligning with Product, Sales, and Support teams to deliver strong customer outcomes.
• Comfortable managing escalations and turning challenges into opportunities for growth.
• A data-driven, strategic thinker who proactively identifies risks and opportunities to drive retention and expansion.
• Excellent communication, negotiation, and presentation skills, with the ability to influence and drive action.
• Passion for customer success, with a customer-centric mindset and a problem-solving attitude.
• Experience in procurement, AP automation, or fintech industries is a plus.
• 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 GT.

Employment Details

• Employment Type: FullTime
• Location Type: Remote