Senior Customer Success Manager

The role

You will manage a set of assigned customer accounts and build long-term relationships with them. The role focuses on product adoption, payment processing usage, and retention and growth of recurring revenue.

What you will do

• Engage key customers regularly and act as a trusted advisor
• Create and execute tailored Customer Success Plans for each account
• Monitor account health and usage data to find at-risk customers and growth opportunities
• Prepare and deliver Quarterly Business Reviews
• Partner with sales and pass on qualified upsell and cross-sell opportunities
• Maintain deep knowledge of the product suite and best practices
• Relay customer feedback to Product, Engineering and Marketing
• Develop frameworks and methodologies for Customer Success
• Provide constructive feedback and mentorship to junior team members

Required qualifications

• Strong analytical skills to interpret data and inform account strategy
• Excellent communication and presentation skills at an executive level
• Ability to work collaboratively with cross-functional teams
• Mentorship and coaching skills
• Proactive, customer-centric approach with relationship-building skills
• 5-7+ years of experience in a customer-facing role such as Customer Success, Account Management or Consulting
• Proven track record of managing a book of business and achieving retention and expansion targets
• Extensive experience with GRR and NRR goals and exceeding them
• Deep expertise in the SaaS business model and B2B customer lifecycle
• Work most of the time in a fixed office location, with prolonged sitting or standing
• Frequent verbal and written communication, mostly email
• Use of computer and telephone for most of the workday

Nice to have

• Bachelor's degree, or equivalent relevant experience
• Experience within the SaaS industry

Benefits

• Medical, dental and vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer and 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 professional development
• Regular company provided meals
• Fast paced, high energy workplace in a downtown location

Before you apply

• Candidates must be willing and able to work in office at least 3 days per week

About the company

Procare Solutions has served early childhood educators for over 30 years with child care management solutions. It reports over 40,000 satisfied customers.