Customer Success Manager

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 Senior Customer Success Manager (CSM) is a professional who proactively manages a dedicated portfolio of customers. This role focuses on building strong, long-term relationships with customers by ensuring they achieve maximum value from our solutions. The CSM proactively drives product adoption, increases software and payment processing usage, and ultimately improves key financial metrics like GRR and NRR within their portfolio.

What you’ll do:

• Dynamic Account Management: Proactively engage with a diverse set of customers assigned to you based on their health status or specific needs. You will be the primary point of contact for these accounts until their health improves and they are successfully transitioned
• Value Realization: Create and execute tailored Customer Success Plans (CSPs) for each account. These plans will outline 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. 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. Effectively pass on qualified upsell and cross-sell opportunities to your sales counterpart
• Product Expertise: Maintain a deep understanding of our product suite, new features, and best practices to serve as a trusted advisor to customers
• Internal Collaboration: Partner with other teams, including Sales, Support, and Product, to address customer requests and ensure a seamless customer journey
• Case & Inbound Request Management: Efficiently manage and resolve inbound customer inquiries and requests from other teams. You will act as a key resource for the company, addressing a variety of customer needs to ensure a smooth and positive experience
• Proactive Adoption & Value Realization: Actively work with customers to understand their business goals and pain points. Your focus will be on increasing product adoption and usage, especially for our payment processing solutions, to demonstrate the full value of Procare Solutions
• Continuous Improvement: Understand how Procare Solutions competes in the marketplace and consistently apply new best practices to help our customers. You will also build an awareness of market trends and competitor activities to better assist your customers

Our ideal candidate will have:

• 2-7 years' of experience in a customer-facing role, preferably within the SaaS industry
• Application Knowledge: Proficient in the use of our solutions and able to provide recommendations to customers on optimal use of our products
• Problem-Solving: Capable of diagnosing customer issues, evaluating solutions, and making well-informed decisions for the benefit of both the customer and Procare Solutions
• Communication: Excellent communication and relationship-building skills with a customer-centric approach
• Adaptability: A proven ability to manage multiple priorities in a dynamic, fast-paced environment

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

$85,000 - $90,000/year DOE

Location

This position is based in our Denver, CO office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a minimum of 3 days a week.