A Little About the RoleThe 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 Experience and Success, and ensure team adherence to our mission and values: Customer-Centric, Accountable, Results-Driven, and Empowered.
As Procare's customer base grows and our product evolves, Customer Success is essential to keeping the focus on value. 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.
What you'll do:- Proactive Customer Engagement: Strengthen and broaden key customer relationships through regular contact, acting as a trusted advisor and proactively identifying and assisting in the timely resolution of customer issues.
- 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.
- Performance & Health Monitoring: 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.
- 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.
- Product Expertise: Maintain a deep understanding of the product suite, new features, and best practices to serve as a trusted advisor to customers.
- Continuous Improvement: Collect and relay customer feedback to internal teams (e.g., Product, Engineering, Marketing) to help improve offerings and overall customer experience.
- Innovation: Develop and refine frameworks and methodologies for Customer Success, defining how we engaged with and grow our most important customers.
- Knowledge Sharing and Mentorship: Provide timely, direct, and constructive feedback to others, helping more junior team members identify their strengths and development needs.
Our ideal candidate will have:- 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.
- Foster a collaborative, customer-centric culture focused on driving satisfaction and value realization.
- 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 identify and prioritize at-risk customers, improving overall customer retention and loyalty.
- Develop strategies to mitigate and reverse customer churn, with a focus on address root-causes, not just surface-level symptoms.
- Establish and monitor team and individual performance metrics that align with goals to reduce churn, improve customer satisfaction, and increase revenue.
- Track and analyze team outcomes, including outreach success rates, upselling conversions, and customer health scores.
- Provide regular reporting on team performance and customer engagement results, highlighting opportunities for improvement.
- Oversee and evolve proactive, standardized customer health assessments to correct potential issues before they result in escalation or churn.
- Oversee and grow strong voice-of-customer dialogue between customers and Procare's product team.
- 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.
- Build and refine reporting tools and feedback mechanisms to drive data-driven decision-making and continuous improvement.
- Ensure effective documentation of best practices, training programs, and customer success processes for consistency across the team.
- Act as a key liaison to customers, ensuring their feedback is communicated effectively to internal teams and informing improvements to tools and services.
- Monitor adoption of tools and features, providing proactive recommendations and education to customers.
- Develop customer success strategies that align with company objectives to grow revenue and deepen customer relationships.
- Implement a comprehensive training program to equip team members with the skills necessary for proactive customer success, upselling, and problem resolution.
- Provide consistent coaching to drive performance improvement and ensure team members are achieving established service and revenue goals.
- Communicate initiatives and results to leadership, providing clear data and success stories.
- 7-10+ years' in a Customer Success SaaS role with a strong product focus, including a minimum of 1 year in a leadership position, and experience serving both enterprise as well as mid-market/SMB customers.
- Deep familiarity with Customer Success methodologies and best practices.
- Technical aptitude and experience supporting software platforms, including SaaS, on-premise, and mobile applications.
- Strong analytical skills with the ability to develop, monitor, and report on KPIs related to churn reduction, revenue growth, and customer satisfaction.
- Strong written and verbal communication skills; you can explain a complex product behavior clearly to a center director and document it clearly for an engineer.
- Track record of leading and managing complex projects and/or initiatives, ideally in support of Customer Success and/or customer experience.
- Strong customer focus with a passion for improving customer experiences and driving results.
- Ability to communicate initiatives and outcomes to executive leadership in a clear, data-driven manner.
- Experience with the childcare, early education, HR tech, or workforce management space - understanding the operational context of a center director is a real differentiator in this role.
- Familiarity with Procare's product suite or similar platforms in the SMB SaaS space.
Physical Requirements:- This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
- Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
- Use of computer, telephone, and other office equipment for the greater part of the workday
- Occasional travel may be required for this position
Salary$120,000 - $135,000/year DOE
LocationThis position can be based in our Denver, CO or Atlanta, GA offices. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.
