Senior Customer Success Manager

Procare Solutions•Atlanta, GA

2h•$90,000 - $100,000•Hybrid

About The Position

As a Senior Customer Success Manager (CSM), you will proactively manage a dedicated portfolio of customers, building strong, long-term relationships that help customers achieve maximum value from Procare’s solutions. The role protects and grows recurring revenue by driving product adoption and increasing payment processing usage, improving financial metrics such as Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). The work strengthens customer loyalty and retention and delivers measurable, lasting value to assigned accounts. The position is based in Procare’s Denver, CO or Atlanta, GA offices and follows a hybrid working model based on business needs. Candidates must be willing and able to work in the office at least three days per week. Occasional travel may be required.

Requirements

Strong analytical skills and ability to interpret data and use it to inform account strategy.
Excellent communication and presentation skills, including the ability to explain complex concepts clearly and persuasively at an executive level.
Ability to work collaboratively with cross-functional teams.
Mentorship and coaching skills, including providing constructive feedback and identifying others’ strengths and development needs.
Proactive, customer-centric approach with strong relationship-building and trusted-advisor capabilities.
Five to seven or more 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 a proven track record of exceeding them.
Deep expertise in the SaaS business model and B2B customer lifecycle.
Willingness and ability to work in the office at least three days per week.
Ability to sit and/or stand for prolonged periods, communicate verbally and in writing, and use a computer, telephone, and other office equipment for much of the workday.

Nice To Haves

Bachelor’s degree or equivalent relevant experience.
Customer-facing experience within the SaaS industry.

Responsibilities

Strengthen and broaden customer relationships through regular contact, act as a trusted advisor, and proactively identify and assist with timely resolution of customer issues.
Create and execute tailored Customer Success Plans for each account, setting goals, milestones, and metrics for product adoption, payment processing growth, and demonstrated ROI.
Monitor account health and usage data to identify at-risk customers and growth opportunities, and take proactive steps to mitigate risks and support customer satisfaction.
Prepare and deliver Quarterly Business Reviews that highlight customer achievements, review KPIs, and present opportunities to maximize value.
Partner with the sales team on account strategy and pass qualified upsell and cross-sell opportunities to sales counterparts.
Maintain deep knowledge of the product suite, new features, and best practices to advise customers.
Collect and relay customer feedback to internal teams, including Product, Engineering, and Marketing, to improve offerings and the customer experience.
Develop and refine Customer Success frameworks and methodologies for engaging with and growing important customers.
Provide timely, direct, and constructive feedback to junior team members, helping them identify strengths and development needs.