Vice President, Customer Experience and Success at Procaresolutions

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 VP, Customer Experience and Success will focus on every post-sale motion. Whether it's a named CSM in a QBR with an enterprise account or an AI-assisted touchpoint with a 10-person daycare — should start with the customer's experience and work backward. This role exists to make that conviction operational across Procare's four customer-facing functions: Named CS, Digital CS at Scale, Technical Account Management (TAM), and Procare University & Customer Marketing. This role requires a candidate who has built and scaled multi-motion customer success organizations — someone who can hold Named CS and a 37,000-account AI-assisted scale motion in the same hand, without collapsing one into the other. A successful candidate in this position will be equally fluent in relationship economics and system design, and will continuing building a team that is driving successful company outcomes. What you’ll do: Named Customer Success — The Named Director owns the Enterprise and Mid-Market book. The VP sets the strategy, holds the Director accountable to retention and expansion outcomes, and ensures the Principal CSM layer has the management backstop and strategic partnership it needs. The named motion is relationship-driven and high-touch — the VP understands the economics of that motion and what it takes to win at the top of the account book. This includes executive-level engagement with Procare's largest and most strategic accounts. While CSMs and their Directors own the day-to-day relationships, the VP is expected to build and maintain senior-level relationships with key enterprise customers — attending business reviews, serving as an executive sponsor, and ensuring Procare's largest partners feel appropriately supported at the leadership level. Digital CS at Scale — 37,000+ accounts, AI-assisted playbooks, data-driven triage, and high-volume outreach. This motion is operationally distinct from Named CS — it prioritizes signal over instinct, system design over relationship depth, and automation as the primary delivery mechanism rather than a supplement to human judgment. The VP owns the strategic direction of the scale motion and ensures the Director of CS at Scale is building toward a model that is measurably reducing churn and improving activation across the pooled book. TAM Practice — Manage Technical Account Managers who provide deep functional product expertise to CSMs and Directors on-demand. The VP ensures the TAM practice remains organizationally neutral — accessible to both Named and Scale customers equally — and that product patterns surfaced by TAMs are escalated appropriately to Product and Engineering. Procare University & Customer Marketing — A Director owns the buildout and ongoing leadership of Procare University — a unified customer education platform that consolidates learning resources across Procare's product suite — along with Customer Marketing (webinars, community, events, customer content). The VP sets the vision for a scalable, integrated customer education experience, working in partnership with the existing LMS infrastructure, and ensures education outcomes are connected to CS retention metrics rather than operating independently. What Success Looks Like: In the first 90 days: • Assess the current state of all four functions — talent, team structure, motion maturity, tooling, and metrics. Bring a clear point of view to the CCO on where the biggest gaps and opportunities are • Build relationships with the team and understand what they need to succeed and where structural changes are required • Align on 2026 targets across activation, retention, and churn reduction; establish a reporting cadence that connects function-level metrics to company-level outcomes • Assess the current state of customer education capabilities and technology and begin setting the direction for Procare University • Establish executive-level relationships with Procare's top strategic accounts In the first year: • Reduce controllable churn measurably across both Named and Scale segments • Drive activation rate from current levels towards Company targets • Stand up the Agency AI engagement platform in partnership with the Scale Director to extend CS reach across the pooled book • Launch Procare University with a unified curriculum framework built on the existing LMS platform • Define and scale teams once the motions are clearly defined (targeting 6–12 months) Our ideal candidate will have and be able to: • 10+ years in customer success, with at least 3–5 years at the VP level or equivalent leading multi-function CS organizations • Demonstrated experience running both high-touch named account CS and a scaled, technology-assisted or digital CS motion — ideally simultaneously • Track record of reducing churn and improving NRR in a SaaS environment; comfort owning retention as a business metric, not just a team metric • Experience integrating or building customer education, enablement, or training functions is a meaningful differentiator • SMB/mid-market SaaS experience preferred; understanding of the economics of high-volume, lower-ACV account books is essential for this role • Connects data to outcomes; can read a churn analysis, identify root causes, and build an intervention plan — not just report the numbers • Ability to balance strategic thinking with operational credibility — can design the motion and hold the team accountable to executing it • Understands the difference between a customer who is at risk and a customer who has already decided; acts accordingly • Drive team performance through coaching, development, and clear accountability. • Effectively build systems and processes that scale • Comfortable with AI-assisted CS tools and automation; approaches technology as a force multiplier rather than a threat to the human relationship model • Brings a clear point of view to the CCO and ELT — not just status updates, but insights, risks, and recommendations Physical Requirements and Location: • 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 • This position is eligible for remote work, however, periodic travel is required. This position is required to travel to Procare offices, conferences, and for in-person customer engagement with strategic accounts. 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 $190,000 - $230,000/year DOE