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Salary: CAD 72,000 - 92,000 / annual
Procurify is a remote-first, venture-backed procurement platform helping mid-market organizations optimize spend management. The company recently closed $50M in Series C funding and manages over $30B in customer spend across industries including biotech, education, healthcare, manufacturing, and software.
As Senior Customer Success Manager, you will own and grow a strategic book of business valued at $2M+, serving as a trusted advisor to executive stakeholders. Your core responsibilities include:
- Managing a larger, more complex customer portfolio with focus on retention, expansion, and long-term value creation
- Building and nurturing executive-level relationships to drive advocacy, adoption, and expansion opportunities
- Providing strategic guidance across onboarding, integrations, platform configuration, and ongoing engagement
- Proactively identifying and mitigating customer health risks, managing escalations, and implementing retention strategies
- Driving cross-functional collaboration with Product, Sales, and Support teams to improve customer outcomes
- Identifying and executing upsell and expansion opportunities to maximize customer value
- Serving as subject matter expert on procurement, AP automation, and spend management best practices
You will be measured on key metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Logo Retention Rate, Customer Lifetime Value (CLTV), Executive Engagement Score, Customer Health Score, CSAT, and Expansion Revenue.
Procurify values accountability, resilience, collaboration, and continuous growth. The company offers flexible working hours, unlimited responsible time off, competitive health/vision/dental benefits, stock options, and a strong commitment to DEI and community initiatives.
REQUIREMENTS:
- 5+ years of Customer Success experience in SaaS with proven track record managing and growing high-value books of business
- Demonstrated ability to build executive-level relationships and influence across customer and internal organizations
- Strong experience leading multi-stakeholder implementations, rollouts, and change management initiatives
- Ability to thrive in fast-paced, evolving environments and navigate ambiguity
- Cross-functional collaboration skills with Product, Sales, and Support teams
- Comfort managing escalations and converting challenges into growth opportunities
- Data-driven, strategic thinking with proactive risk and opportunity identification
- Excellent communication, negotiation, and presentation skills
- Customer-centric mindset with strong problem-solving orientation
- Experience in procurement, AP automation, or fintech is a plus
- For customer-facing roles: maintain up-to-date LinkedIn profile reflecting Procurify role
