Director, Customer Success

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 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 tea