Principal Customer Success Manager

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 Principal Customer Success Manager (CSM) is a highly experienced and strategic leader who manages a portfolio of our most critical and complex enterprise accounts. This role operates with a high degree of autonomy, setting the standard for proactive customer engagement and strategic account management. The Principal CSM not only drives significant product adoption and payment processing but also acts as a mentor to junior team members, influences internal strategy, and navigates complex organizational dynamics to deliver exceptional customer value.

What you’ll do:

• Strategic Account Leadership: Own and lead a portfolio of our largest and most strategic accounts. You'll be responsible for developing long-term, multi-year success strategies that align with the customer's executive-level business goals and our company's NRR objectives.
• Executive Relationship Management: Cultivate and maintain relationships with executives and key stakeholders. Act as a strategic partner, providing high-level guidance and thought leadership to ensure maximum ROI from our solutions.
• Complex Problem Solving: Tackle and resolve complex, high-stakes customer issues that require innovative and strategic solutions. You'll often be the final point of escalation for your accounts.
• Influence & Mentorship: Serve as a subject matter expert and mentor for other CSMs. You'll help develop best practices, contribute to team enablement, and provide guidance on handling complex customer scenarios.
• Cross-Functional Strategy: Work closely with senior leadership across Sales, Product, and Engineering to advocate for customer needs and influence product roadmaps and strategic initiatives.
• Innovation & Improvement: Develop and refine new frameworks or methodologies for Customer Success, which can be scaled across the organization. You'll be a key voice in defining how we engage with and grow our most important customers.
• Knowledge Sharing: Actively transfer knowledge throughout the organization. You'll participate in knowledge-sharing projects to develop best practices and lead training sessions for new team members.

Our ideal candidate will have:

• 7-10 years' of experience in a senior customer-facing role, with a strong emphasis on managing large, strategic, and complex enterprise accounts.
• Extensive experience with GRR and NRR goals and a proven track record of exceeding them.
• Exceptional executive-level communication, negotiation, and presentation skills.
• Demonstrated ability to operate with a high degree of autonomy and strategic foresight.
• Leadership - Proven ability to lead by example, inspire confidence, and mentor others.
• Deep expertise in the SaaS business model and B2B customer lifecycle.

Physical Requirements:

• 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
• Occasional travel may be required for this position

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

$110,000 - $130,000/year DOE

Location

This position can be based in our Denver, CO office or our Atlanta, GA office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from the office a minimum of 3 days a week.