Senior Customer Success Manager

Senior Customer Success Manager

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.

As a Senior Customer Success Manager (CSM), you will proactively manage a dedicated portfolio of customers, building strong, long-term relationships that help the customer achieve maximum value from our solutions. This role exists to protect and grow recurring revenue within the portfolio by driving product adoption and increasing payment processing usage, directly improving key financial metrics like Gross Revenue Retention and Net Revenue Retention. Your work strengthens customer loyalty and retention and delivers on measurable, lasting value to their assigned accounts.

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:

• Strong analytical skills, with the ability to interpret data and use it to inform account strategy.
• Excellent communication and presentation skills, with the ability to articulate complex concepts clearly and persuasively at an executive level.
• Demonstrated ability to work collaboratively with cross-functional teams.
• Mentorship and coaching skills, including providing timely, constructive feedback and identifying strengths and development needs for others.
• A proactive, customer-centric approach with strong relationship-building and trusted-advisor capabilities.
• Bachelor's degree preferred, or equivalent relevant experience.
• 5-7+ years' of experience in a customer-facing role, such as Customer Success, Account Management, or Consulting, preferably within the SaaS industry.
• Proven track record of managing a book of business and achieving targets for retention and expansion.
• Extensive experience with GRR and NRR goals and a proven track record of exceeding them.
• Deep expertise in the SaaS business model and B2B customer lifecycle.

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

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Fast paced, high energy workplace environment in prime downtown location
• Regular company provided meals

Salary: $90,000 - $100,000/year DOE

Location: This 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.