Senior Customer Success Manager

Role overview

Responsibilities and success measures

• Own and grow a strategic book of business valued at $2M or more, with retention, expansion, and long-term success goals.
• Build executive relationships and drive advocacy, adoption, and expansion opportunities.
• Guide onboarding, integrations, platform configuration, and ongoing engagement.
• Use data-driven insights to help customers achieve business objectives.
• Improve customer health, show value, mitigate risks, manage escalations, and implement retention strategies.
• Collaborate with Product, Sales, and Support; identify and execute upsell opportunities.
• Advocate for customers and advise on procurement, AP automation, and spend-management best practices.
• Success measures include NRR, GRR, logo retention, CLTV, customer health and satisfaction, executive engagement, outcomes, QBR completion, adoption, and expansion revenue.

Qualifications

• At least 5 years of SaaS customer success experience and a track record managing and growing a high-value book of business.
• Experience building executive relationships and leading multi-stakeholder implementations, rollouts, and change management.
• Able to collaborate across Product, Sales, and Support and manage escalations.
• Strategic, data-driven, customer-centric, adaptable, and effective in ambiguous environments.
• Excellent communication, negotiation, and presentation skills.
• Procurement, AP automation, or fintech experience is a plus.

Work arrangement

• Procurify is remote-first and offers flexible working hours; employees may work anywhere within Canada.

Compensation

• Base salary range is $72,000–$92,000 per year, depending on experience; bonus, commission, benefits, and equity are not included.

Benefits and culture

• Benefits include flexible working, unlimited responsible time off, extended health, vision and dental coverage, an employee assistance program, wellness spending, stock options, and community initiatives.
• The company describes a collaborative, high-performance culture focused on growth, accountability, and modernizing spend management.