Vice President, Customer Experience and Success

Procare Solutions

4h•Hybrid

About The Position

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.

Requirements

10+ years in customer success
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
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
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

Nice To Haves

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

Responsibilities

Set the strategy for Named Customer Success and hold the Director accountable to retention and expansion outcomes.
Ensure the Principal CSM layer has the management backstop and strategic partnership it needs.
Build and maintain senior-level relationships with key enterprise customers, attending business reviews and serving as an executive sponsor.
Own the strategic direction of the Digital CS at Scale motion and ensure the Director of CS at Scale is building toward a model that is measurably reducing churn and improving activation.
Manage Technical Account Managers who provide deep functional product expertise to CSMs and Directors on-demand.
Ensure the TAM practice remains organizationally neutral and accessible to both Named and Scale customers equally.
Escalate product patterns surfaced by TAMs appropriately to Product and Engineering.
Set the vision for a scalable, integrated customer education experience for Procare University.
Ensure education outcomes are connected to CS retention metrics rather than operating independently.
Assess the current state of all four functions — talent, team structure, motion maturity, tooling, and metrics.
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).
Drive team performance through coaching, development, and clear accountability.
Effectively build systems and processes that scale.