Customer Experience Associate
•Rain· 4h
SupportFull-timeAmericas
4h ago
Procurify·about 1 month ago
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 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.
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 strengthen our core offering, launch new payment capabilities, and provide customers with an AI-enhanced procure-to-pay experience. Read the press release here.
We’ve created an environment where personal and professional growth is a real priority. Some of the great perks we offer include:
Flexible working: We’re a remote-first organization with flexible working hours. Work anywhere from within Canada or the US!
Unlimited responsible time off: Work hard, play harder. All team members can take advantage of our unlimited responsible time off policy.
Extended health benefits: We prioritize our team’s health and well-being. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account.
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.
Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program.
Base Salary Range:
Canada - $60K - $75K CAD
US - $60K - $75K USD
(This range is dependent on experience and not inclusive of any bonus, commission, benefits or equity that might exist in your total compensation package.)
We’ve welcomed team members who were boat captains, funeral directors, swing dancers, competitive gamers, plumbers, and novelists. Everyone has a story and we’re here to embrace them!
Procurify is an Equal Opportunity Employer. We do not discriminate against any team members or applicants for employment because of race, color, disability, sex, age, national origin, religion, sexual orientation, or gender identity and/or expression.
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.
Apply online today and let’s start a conversation.
To learn more about Procurify, check out these resources:
Check out what our customers are saying about us
Learn more about our procure-to-pay platform