Senior Customer Success Manager



Customer Service, Sales & Business Development
Posted on Saturday, January 6, 2024

Get excited - here's a Video (7 mins) on ProcurePro & why we're hiring for this role.

About ProcurePro

  • We were voted #1 Top Startup Employer 2023 by My Startup Gigs
  • Vision & Mission > To set a new standard of innovation in construction by making procurement a walk in the park.
  • What we do > Award-winning procurement software for Construction Head Contractors (consolidating fragmented and manual Excel / Word / Email processes into a single platform).
  • Traction > ProcurePro is used across 700+ construction projects worth >$17+ billion in value, is growing rapidly at venture scale rates (3.6x year-on-year) and is the procurement software of choice in Australia.
  • Funding > We raised $2.6m Seed capital (Aug 2021), have grown efficiently and have closed our latest funding round to accelerate UK expansion (Aug 2023).
  • Customer Net Promoter Score > 8.3 (world class per Bain & Co benchmarks) 🚀
  • Employee Net Promoter Score > 9.6 🎉

Values we live by

  1. Better people build better companies
  2. Whole arse it, with ruthless pragmatism
  3. Help the customer win

(We’ll tell you more about these as discussions progress)

Key aspects of this role

Our CS team & process provides us with a competitive advantage - the speed at which we enable our customers succeed defines ProcurePro’s business trajectory

  • Lead Enterprise SaaS implementations > bring your Project Management skills to the table to deliver successful Implementations and drive product adoption
  • Build and nurture relationships > become a trusted advisor to our customers, guiding them to achieve their business objectives
  • Leverage data and performance metrics > to optimise the customer experience, understand & achieve customer goals, evaluate the health of your customers, and identify pain points
  • Methodical use of our core systems > We’re a systems focussed company, using Planhat (CS software), PowerBI (analytics), Slack (comms), Notion (internal wiki), Zoom & Loom (video).
  • Individual contributor > owning the end-to-end customer journey, while working with a collaborative & team-focused mindset
  • Mentoring > leverage your expertise in the field of CS to upscale the knowledge of junior team members
  • Internal process improvement > Operate with a mindset of continuous improvement and actively seek out opportunities to improve processes & ways of working

You're ideal for the role if you have...

  • Customer Success experience > 3+ years experience in a Customer Success role at a SaaS company
  • Enterprise experience > Proven track record building & maintaining relationships with enterprise customers & multiple stakeholders is critical
  • Project management experience > Demonstrated ability to drive & coordinate multiple stakeholders/teams to achieve desired outcomes
  • Exceptional communication skills > Excellent verbal and written communication skills (internal and external)
  • Be analytical and detail oriented > attention to detail and the ability to analyse, interpret and action metrics is critical for this role
  • Personal responsibility & sense of urgency > you’re results-obsessed & biased towards action
  • A growth mindset > we’re always hungry to improve and want you to contribute to this
  • Bonus: Background in construction > this isn’t necessary but it’s a huge bonus if you have prior domain knowledge of construction or construction-technology

Our culture

  • Culture is key to success - our team are motivated to dent the universe and looking for like-minded people to join the journey. We’re close knit, have a team first mentality and actively help each other succeed.
  • Remote first - work from anywhere in Australia - we were remote-first before Covid, have established processes around collaboration/culture to ensure inclusiveness & engagement. We have social events & annual off-sites (in person).
  • Radical Transparency - we believe in flat structures & sharing knowledge, everyone is privy to what happens day-to-day and nothing is hidden (i.e. company strategy, finances & all).
  • Professional development & coaching - We invest time & energy in developing our team to provide mastery, autonomy and professional satisfaction.


  • $90 - 130k (+ super), negotiable depending on experience
  • We set you up with the computer equipment you need to be successful at remote working.

What our team thinks of ProcurePro

"Great bunch people to work with. The whole team feels aligned with the common goal of being the best possible product our customers could ask for.”

“Opportunity, autonomy, amazing culture.”

“It's a great team made up of people who want to support each other and see each other and the business grow”

“I love my job and the freedom and trust that's been given to me within it”

How to apply

  1. Hit Apply and fill out the form with your information, CV and answer to the question "Why are you applying for this role?”

What happens next

  • Shortlisted applicants will have an introductory “Get to know each other” call [20 mins]
  • Successful applicants will have a longer call to get into the details of your experience and nature of the role [~ 2 hours]
  • You’ll receive a short assessment to complete
  • Assessment presentation and discussion call [1+ hour]
  • If successful, we will check references & make you an offer!

Applications are reviewed on a rolling basis, so speed is key. The sooner you apply, the better!

We celebrate diversity and we want people of all genders, races, ages, backgrounds, beliefs, and life experiences to join our team.