Customer Success Manager 3 - DroneDeploy at Procore Technologies in US - Texas

Job description

• We are looking for a Customer Success Manager to manage a high-volume portfolio (~70+ mid-market AEC accounts) and drive customer health, adoption, retention, and revenue expansion. As the CSM, AEC Mid-Market on our AEC Customer Success team, you will work closely with Sales, Solutions, Services, Product Support, and Product Management to align our reality capture platform to customer outcomes. Your strengths in portfolio management, consultative engagement, and cross-functional collaboration will drive your success.
• You will report to the Manager, Customer Success and will be based in Austin, Texas, aligning to U.S. Central/Eastern core collaboration hours with ~15–20% domestic travel.

Responsibilities

• Manage a portfolio of ~70+ mid-market AEC customers, with clear ownership for health, adoption, retention, and growth to maximize time-to-value.
• Build and execute account plans that achieve portfolio-level revenue growth (target ~20% YoY) and strong net/gross retention.
• Lead onboarding and early lifecycle motions to establish core workflows, effective training, and rapid platform realization.
• Monitor usage and health signals to intervene early, addressing adoption gaps, risks, and new opportunities proactively.
• Co-own renewals with Sales by forecasting, preparing, and running reviews to drive timely execution of contracts.
• Identify and qualify expansion opportunities (license growth, new units, add-ons) and partner with Sales to secure them.
• Act as a trusted advisor on reality capture workflows and program design for AEC customers.
• Represent the voice of the customer to Product, Support, and Services, providing structured feedback and use-case insight.
• Coordinate with Support and Services to resolve issues quickly and maintain confidence in the platform.
• Utilize Salesforce, Gong, and Glean to prepare for meetings, capture insights, and maintain clear documentation.

Requirements

• 3+ years in B2B Customer Success, Account Management, or a similar customer-facing SaaS role to bring proven experience in driving retention and growth.
• Proven track record of managing and growing a defined book of business across a sizeable portfolio of accounts with structured planning.
• Strong consultative, data-driven approach to customer engagement, value realization, and business outcome alignment.
• Excellent written and verbal communication skills across field users, operations, and executive leadership.
• High CRM discipline and a strong habit of clear, timely documentation using tools like Salesforce, Gong, and collaboration platforms.
• Ability to obtain a USA Part 107 Drone License within the first 90–120 days of employment and maintain it throughout employment.
• Ability and willingness to travel domestically ~15–20% for customer visits and company events.
• B2B SaaS Customer Success Management / Account Management
• AEC (Architecture, Engineering, Construction) Industry Operations or Technology
• Drone / Reality Capture Program Management
• Construction Field Management or Jobsite Technology Specialist

Skills

Required

• Customer Success Management
• Account Management
• SaaS
• Retention and growth
• Portfolio management
• Consultative engagement
• Data-driven approach
• Written and verbal communication
• CRM discipline
• Salesforce
• Gong
• Collaboration platforms

Benefits

• At Procore, we believe in supporting our employees to help them thrive both personally and professionally. We offer a comprehensive range of benefits and perks for full-time employees, including generous paid time off and leave options, healthcare coverage, and career development programs. Discover more about our offerings and how we empower our global team to succeed at https://careers.procore.com/#benefits
• 81,739.01 - 112,391.10 USD Annual
• This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.