<h2>Senior Manager, Client Services </h2>(Canada or United States - 100% Remote)Procurify is the AI-enhanced procurement and AP automation platform for the mid-market. We make it easy for organizations to take control of spend and save money. We’re looking for a talented and team-driven Senior Manager, Client Services to join us on our journey.<h2>ABOUT THE ROLE</h2>Procurify is looking for a strategic, empathetic, and operationally savvy leader who is passionate about customer experience and service delivery.You are a person with a knack for leading high-performing customer-facing teams, and you’re motivated by helping our customers achieve the best version of themselves.Everyone at Procurify is a team player. A big part of this role involves being a strong people leader — someone who can inspire, coach, and empower their teams — while fostering cross-functional alignment and continuously advocating for our customers. We’re seeking entrepreneurial people who are willing to challenge the status quo and contribute to larger strategic objectives.What you’ll be working on:<ul><li>Drive team performance across Implementation, Professional Services, and Technical Support: Lead, coach, and grow three critical customer-facing functions to deliver a cohesive and high-impact client experience throughout the post-sale journey.KPIs: Professional Services Revenue, Product Adoption, Customer Satisfaction (CSAT), Time to Value (TTV), Support SLA adherence</li><li>Scale and optimize service delivery processes: Continuously evolve delivery frameworks and methodologies across all teams to support a growing and diverse customer base while improving operational efficiency.KPIs: Utilization rates, Project profitability, First Contact Resolution (FCR)</li><li>Build and enable high-performing teams: Recruit, retain, and develop exceptional team members. Foster a culture of accountability, feedback, and growth through regular 1:1s, performance reviews, and career development planning.KPIs: Gross Retention, Net Revenue</li><li>Strengthen cross-functional collaboration: Partner with teams across Customer Experience, Product, Sales, and Engineering to advocate for the voice of the customer and drive alignment on business outcomes.</li><li>Act as point of escalation and champion for client outcomes: Support teams in resolving complex client issues, maintaining a calm, solutions-focused approach under pressure to ensure we preserve trusted advisor relationships and long-term retention.KPIs: Escalation resolution time, Churn rate, Retention/renewal rate</li><li>Deliver insights to inform strategy and continuous improvement: Leverage data, team input, and customer feedback to refine the end-to-end post-sale journey and influence future product and service development.KPIs: Onboarding completion rates, Support ticket trends</li></ul>Who we’re looking for :<ul><li>5+ years of experience leading technical customer-facing teams, including Professional Services, Implementation, and Support, in a SaaS or FinTech environment</li><li>Strong people leadership experience with a proven track record of building, managing, and motivating high-performing, remote-first teams</li><li>A strategic thinker with deep operational knowledge of service delivery, including process development, forecasting, and capacity/resource planning</li><li>Experience with custom integrations and working with third-party consultants, translating business needs into technical requirements and overseeing successful solution delivery</li><li>Exceptional communication and stakeholder management skills, with the ability to influence and align across departments</li><li>Thrives in a fast-paced, evolving environment, and is comfortable navigating ambiguity while adapting to a changing culture</li><li>A customer-obsessed leader who uses data to drive decisions, surface insights, and continuously improve the customer journey</li><li>A problem-solver who leverages AI and technology to drive outcomes, support KPI targets, and scalability</li><li>For customer-facing roles, maintains an up-to-date LinkedIn profile and ensures it is refreshed upon joining, to reflect their role at Procurify and help maintain a consistent, professional presence across our GTM team.</li></ul><h2></h2><h2>WHY PROCURIFY?</h2>Help us modernize spend managementProcurify is a remote-first company with a big heart and a strong ambition to modernize the way organizations manage business spend. We’re trusted by hundreds of companies around the world — across industries like biotechnology, education, health care, manufacturing, and software — to manage over $30B in spend. We recently closed $50M in Series C funding to help us strengthen our core offering, launch new payment capabilities, and provide customers with an AI-enhanced procure-to-pay experience. Read the press release <a target="_blank" href="https://www.procurify.com/press_release/procurify-raises-50m-series-c/">here</a>.Be empowered to do your best workWe’ve created an environment where personal and professional growth is a real priority. Some of the great perks we offer include:<ul><li>Flexible working: We’re a remote-first organization with flexible working hours. Work anywhere from within Canada or the U.S.!</li><li>Unlimited responsible time off: Work hard, play harder. All team members can take advantage of our unlimited responsible time off policy. </li><li>Extended health benefits: We prioritize our team’s health and well-being. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account.</li><li>Community initiatives: We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns.</li><li>Stock options: Everyone has a chance to own a part of Procurify with our competitive stock program.</li><li>DEI initiatives: We regularly run a diversity, equity, and inclusion roundtable where we host guest speakers and tackle the topics that matter.</li></ul><h3>Work with an amazing team</h3>We’ve welcomed team members who were boat captains, funeral directors, swing dancers, competitive gamers, plumbers, and novelists. Everyone has a story and we’re here to embrace them! <h2>LEARN MORE</h2>Procurify is an Equal Opportunity Employer. We do not discriminate against any team members or applicants for employment because of race, color, disability, sex, age, national origin, religion, sexual orientation, or gender identity and/or expression.If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know that feelings of imposter syndrome can get in the way of meeting incredible candidates, and we certainly don’t want those feelings to get in the way of meeting you! We really want to get to know you and why youre great for the role. Please avoid including your picture and age on your resume.Apply online today and let’s start a conversation.To learn more about Procurify, check out these resources:<ul><li>Check out <a target="_blank" href="https://www.procurify.com/testimonials">what our customers are saying about us</a></li><li>Learn more about our <a target="_blank" href="https://www.procurify.com/product/">procure-to-pay platform</a></li></ul>

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