Procare Solutions

Director, Customer Success

Denver, CO; Atlanta, GA · Director

Sponsorship not specified$120k-$135kDetected 7 days ago

SalesHRISCustomer SuccessAccount RetentionLeadershipCommunicationCollaborationMentoring

About the role

About Procare For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.
As Procare's customer base grows and our product evolves, Customer Success is essential to keeping the focus on value.
Procare operates in a hybrid working model based on business needs.

Responsibilities

Value Realization: Create and execute tailored Customer Success Plans (CSPs) for each account, outlining specific goals, milestones, and metrics for driving product adoption, increasing payment processing, and demonstrating ROI.
Quarterly Business Reviews (QBRs): Prepare and deliver impactful QBRs that highlight customer achievements, review key performance indicators (KPIs), and present new opportunities for maximizing value.
Collaboration & Strategy: Partner with the sales team to ensure a cohesive account strategy, and effectively pass on qualified upsell and cross-sell opportunities to sales counterparts.
Recruit, develop, and train a high-performing Customer Success team specializing in proactive support, outreach, and success planning.
Empower team members to deliver exceptional customer experiences through coaching, continuous feedback, and development opportunities.
Build and lead processes for customer success, including success planning, executive business reviews, retention risk identification, and issue resolution.
Embed AI across Customer Success processes to develop step-change improvements in team productivity and scale.
Develop strategies to mitigate and reverse customer churn, with a focus on address root-causes, not just surface-level symptoms.
Partner with our Revenue teams to identify and execute customer growth strategies.
Engage with Support, Professional Services, and other functional leaders to ensure seamless, 'one face to the customer' positioning and process.

Requirements

Occasional travel may be required for this position
Our ideal candidate will have:
Candidates must be willing and able to work in office a minimum of 3 days per week.

Nice to have

Foster a collaborative, customer-centric culture focused on driving satisfaction and value realization.
Establish and monitor team and individual performance metrics that align with goals to reduce churn, improve customer satisfaction, and increase revenue.
Provide regular reporting on team performance and customer engagement results, highlighting opportunities for improvement.
Ensure effective documentation of best practices, training programs, and customer success processes for consistency across the team.
Communicate initiatives and results to leadership, providing clear data and success stories.
Deep familiarity with Customer Success methodologies and best practices.
Technical aptitude and experience supporting software platforms, including SaaS, on-premise, and mobile applications.
Strong written and verbal communication skills

Compensation

$120,000 - $135,000/year DOE

Benefits

Regularly monitor account health and usage data to identify at-risk customers and opportunities for growth, and take proactive measures to mitigate risks and ensure customer satisfaction.
Excellent comprehensive benefits packages including: medical, dental, & vision plans
Track and analyze team outcomes, including outreach success rates, upselling conversions, and customer health scores.
Oversee and evolve proactive, standardized customer health assessments to correct potential issues before they result in escalation or churn.
Monitor adoption of tools and features, providing proactive recommendations and education to customers.

Company info

Customer-Centric, Accountable, Results-Driven, and Empowered.
Our customers need more than account or relationship management - they need trusted advisors with a deep understanding of the product and our
customers' 'jobs to be done,' who can prescribe best practices for value realization.
The Director leads and coaches our Customer Success Managers to be our customers' most trusted partners in growing their success through Procare, and grows their productivity through improved ways of working, especially as our AI capabilities advance.
The ideal candidate will have a track record of building and leading high-performing teams, a deep understanding of customer success, and experience in translating strategy into outcomes.
About Procare
For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.
We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.
Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.
A Little About the Role
The Director, Managed Accounts, Customer Success role at Procare is responsible for ensuring that Procare's largest customers realize optimal value from their Procare investment.
The Director will provide leadership and direction for a team of Customer Success Managers and Technical Account Managers, reporting to the Vice President, Customer
Company paid Short and Long-Term disability and Life Insurance

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This listing is sourced directly from Procare Solutions's careers page and normalized into a canonical job model.