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 effect...