Director, Customer Success

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the number 1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The Director of Customer Success will direct and oversee the workflow of the Customer Success team at Procare Solutions, within the Support organization. This position will provide leadership and direction to the entire customer support department while aligning with Procare’s mission and values. The Director of Customer Success will help guide staff to create the best experience possible for customers.

What You Will Do…

Team Development & Leadership:

• Recruit, develop, and train a high-performing Customer Success team specializing in proactive support and outreach
• Empower team members to deliver exceptional customer service through coaching, continuous feedback, and development opportunities
• Foster a collaborative, customer-centric culture focused on driving satisfaction and value realization

Proactive Customer Engagement:

• Build and lead processes for proactive customer outreach, calling customers who have previously engaged to ensure their issues were resolved and they experienced a seamless interaction
• Develop strategies to identify and prioritize at-risk customers, improving overall customer retention and loyalty
• Utilize insights from outreach to upsell and cross-sell tools, platforms, and features customers may not be fully leveraging, increasing adoption and maximizing customer value

Performance & Metrics Management:

• 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

Process Optimization & Continuous Improvement:

• Partner with cross-functional teams (Sales, Support, Product) to identify opportunities for streamlined processes and enhanced customer journeys
• 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

Customer Advocacy & Value Delivery:

• 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

Training & Coaching:

• 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

Leadership Collaboration:

• Partner with internal leadership to align the Customer Success team’s objectives with company goals around revenue growth and customer retention
• Communicate initiatives and results to leadership, providing clear data and success stories

Our Ideal Candidate Will Have…

• Experience leading customer success, support, or sales teams in a SaaS or software environment
• Proven background in payment processing, including understanding customer challenges and solutions for both software and payment platforms
• Experience working with single-site customers, delivering tailored support and driving adoption of tools and features
• Proven ability to coach teams on proactive customer engagement, upselling, and cross-selling strategies
• Strong analytical skills with the ability to develop, monitor, and report on KPIs related to churn reduction, revenue growth, and customer satisfaction
• Excellent communication, problem-solving, and organizational skills
• Technical aptitude and experience supporting software platforms, including SaaS, on-premise, and mobile applications
• Strong customer focus with a passion for improving customer experiences and driving results
• Ability to present initiatives and outcomes to leadership in a clear, data-driven manner
• Bachelor’s degree preferred or equivalent business experience 
• 5+ years' of experience managing multiple support organizations in-person and remotely

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 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 up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$115,000 to $140,000/year DOE

Location

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