

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 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.
What you’ll do:
Named Customer Success — The Named Director owns the Enterprise and Mid-Market book. The VP sets the strategy, holds the Director accountable to retention and expansion outcomes, and ensures the Principal CSM layer has the management backstop and strategic partnership it needs. The named motion is relationship-driven and high-touch — the VP understands the economics of that motion and what it takes to win at the top of the account book. This includes executive-level engagement with Procare's largest and most strategic accounts. While CSMs and their Directors own the day-to-day relationships, the VP is expected to build and maintain senior-level relationships with key enterprise customers — attending business reviews, serving as an executive sponsor, and ensuring Procare's largest partners feel appropriately supported at the leadership level.
Digital CS at Scale — 37,000+ accounts, AI-assisted playbooks, data-driven triage, and high-volume outreach. This motion is operationally distinct from Named CS — it prioritizes signal over instinct, system design over relationship depth, and automation as the primary delivery mechanism rather than a supplement to human judgment. The VP owns the strategic direction of the scale motion and ensures the Director of CS at Scale is building toward a model that is measurably reducing churn and improving activation across the pooled book.
TAM Practice — Manage Technical Account Managers who provide deep functional product expertise to CSMs and Directors on-demand. The VP ensures the TAM practice remains organizationally neutral — accessible to both Named and Scale customers equally — and that product patterns surfaced by TAMs are escalated appropriately to Product and Engineering.
Procare University & Customer Marketing — A Director owns the buildout and ongoing leadership of Procare University — a unified customer education platform that consolidates learning resources across Procare's product suite — along with Customer Marketing (webinars, community, events, customer content). The VP sets the vision for a scalable, integrated customer education experience, working in partnership with the existing LMS infrastructure, and ensures education outcomes are connected to CS retention metrics rather than operating independently.
In the first 90 days:
In the first year:
Our ideal candidate will have and be able to:
Physical Requirements and Location:
Why Procare?
Salary
$190,000 - $230,000/year DOE