Vice President, Customer Experience and Success

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.   

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.

• 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

• 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)

• 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

• 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.

• 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

$190,000 - $230,000/year DOE