Senior Manager, Client Services

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. We’re looking for a talented and team-driven Senior Manager, Client Services to join us on our journey.

About the Role

Procurify is looking for a strategic, empathetic, and operationally savvy leader who is passionate about customer experience and service delivery. You are a person with a knack for leading high-performing customer-facing teams, and you’re motivated by helping our customers achieve the best version of themselves. Everyone at Procurify is a team player. A big part of this role involves being a strong people leader — someone who can inspire, coach, and empower their teams — while fostering cross-functional alignment and continuously advocating for our customers. We’re seeking entrepreneurial people who are willing to challenge the status quo and contribute to larger strategic objectives.

What You'll Be Working On

• Drive team performance across Implementation, Professional Services, and Technical Support: Lead, coach, and grow three critical customer-facing functions to deliver a cohesive and high-impact client experience throughout the post-sale journey.
  • KPIs: Professional Services Revenue, Product Adoption, Customer Satisfaction (CSAT), Time to Value (TTV), Support SLA adherence
• Scale and optimize service delivery processes: Continuously evolve delivery frameworks and methodologies across all teams to support a growing and diverse customer base while improving operational efficiency.
  • KPIs: Utilization rates, Project profitability, First Contact Resolution (FCR)
• Build and enable high-performing teams: Recruit, retain, and develop exceptional team members. Foster a culture of accountability, feedback, and growth through regular 1:1s, performance reviews, and career development planning.
  • KPIs: Gross Retention, Net Revenue
• Strengthen cross-functional collaboration: Partner with teams across Customer Experience, Product, Sales, and Engineering to advocate for the voice of the customer and drive alignment on business outcomes.
• Act as point of escalation and champion for client outcomes: Support teams in resolving complex client issues, maintaining a calm, solutions-focused approach under pressure to ensure we preserve trusted advisor relationships and long-term retention.
  • KPIs: Escalation resolution time, Churn rate, Retention/renewal rate
• Deliver insights to inform strategy and continuous improvement: Leverage data, team input, and customer feedback to refine the end-to-end post-sale journey and influence future product and service development.
  • KPIs: Onboarding completion rates, Support ticket trends

Who We're Looking For

• 5+ years of experience leading technical customer-facing teams, including Professional Services, Implementation, and Support, in a SaaS or FinTech environment
• Strong people leadership experience with a proven track record of building, managing, and motivating high-performing, remote-first teams
• A strategic thinker with deep operational knowledge of service delivery, including process development, forecasting, and capacity/resource planning
• Experience with custom integrations and working with third-party consultants, translating business needs into technical requirements and overseeing successful solution delivery
• Exceptional communication and stakeholder management skills, with the ability to influence and align across departments
• Thrives in a fast-paced, evolving environment, and is comfortable navigating ambiguity while adapting to a changing culture
• A customer-obsessed leader who uses data to drive decisions, surface insights, and continuously improve the customer journey
• A problem-solver who leverages AI and technology to drive outcomes, support KPI targets, and scalability
• For customer-facing roles, maintains an up-to-date LinkedIn profile and ensures it is refreshed upon joining.

Employment Details

• Employment Type: FullTime
• Location Type: Remote