Digital Customer Success Manager

We're looking for a Digital Customer Success Manager to join Levelset, a Procore Company's Customer Success Team. In this role, you'll proactively and reactively engage with customers in our scaled book of business. You will own a defined book of business and use customer data, product analytics, and engagement insights to identify where to focus your time for maximum impact. You will also support reactive requests, ensuring customers receive fast, thoughtful, and value-oriented responses.

As a Digital Custom Success Manager, you'll partner with Customer success, Revenue Operations, Sales, Marketing to drive value through digital-first engagement strategies. You will use your analytical skills, operational tools, and mass communication skills to engage your portfolio of customers to increase adoption and retention across your book of business. This is a great opportunity to join a team that is focused on growth.

This position reports to the Manager of Implementation Services and Revenue Enablement and will be based in New Orleans, Austin, or Remote. We're looking for someone to join us immediately.

What you'll do:

• Manage a digital book of business, engaging customers through a digital-first model to drive retention and growth.

• Drive adoption and expansion through strategic touchpoints, campaigns, webinars, and automated outreach.

• Analyze customer health signals (usage, engagement, lifecycle stage, risk indicators) to guide proactive engagement.

• Prioritize outreach based on revenue potential, risk level, expansion opportunities, and lifecycle stage.

• Respond to inbound customer inquiries, troubleshoot issues and ensure timely resolution.

• Collaborate cross-functionally with Support, Sales, Product, and RevOps to improve customer outcomes and segmentation models.

• Monitor product adoption and deliver enablement resources such as walkthroughs, guides, and best practices aligned to customer goals.

• Contribute to scalable success programs by improving digital plays, automation workflows, and identifying friction points.

What we're looking for:

• 1+ years of experience in Customer Success, Account Management, or Customer Operations.

• Experience managing a high-volume book of business in a digital or scaled customer engagement model.

• Strong analytical skills with experience using CRM and product analytics tools.

• Experience in SaaS or technology-driven environments preferred.

• Data-driven mindset with the ability to interpret usage trends and engagement signals.

• Excellent prioritization, time management, and multitasking abilities.

• Clear written and verbal communication skills with a customer-centric approach to problem-solving.

• Familiarity with customer success tools and programs, such as Salesforce, Gainsight, HubSpot, health scoring models, or digital engagement campaigns.

Base Pay Range:

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.

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.