[Hiring] Vice President, Customer Experience and Success @Procare Solutions

Role Description

The VP, Customer Experience and Success will focus on every post-sale motion. 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.

• 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.
  • Ensures the Principal CSM layer has the management backstop and strategic partnership it needs.
  • Engages with Procare's largest and most strategic accounts at an executive level.
  • Builds and maintains senior-level relationships with key enterprise customers.
• Digital CS at Scale:
  • 37,000+ accounts, AI-assisted playbooks, data-driven triage, and high-volume outreach.
  • Owns the strategic direction of the scale motion.
  • Ensures the Director of CS at Scale is building toward a model that reduces churn and improves activation.
• TAM Practice:
  • Manages Technical Account Managers who provide deep functional product expertise.
  • Ensures the TAM practice remains organizationally neutral and accessible to both Named and Scale customers.
  • Escalates product patterns surfaced by TAMs to Product and Engineering.
• Procare University & Customer Marketing:
  • Owns the buildout and ongoing leadership of Procare University.
  • Sets the vision for a scalable, integrated customer education experience.
  • Ensures education outcomes are connected to CS retention metrics.

Qualifications

• 10+ years in customer success, with at least 3–5 years at the VP level or equivalent.
• Demonstrated experience running both high-touch named account CS and a scaled, technology-assisted or digital CS motion.
• Track record of reducing churn and improving NRR in a SaaS environment.
• Experience integrating or building customer education, enablement, or training functions.
• SMB/mid-market SaaS experience preferred.
• Ability to connect data to outcomes and build intervention plans.
• Ability to balance strategic thinking with operational credibility.
• Drive team performance through coaching, development, and clear accountability.
• Comfortable with AI-assisted CS tools and automation.

Requirements

• Assess the current state of all four functions — talent, team structure, motion maturity, tooling, and metrics.
• Build relationships with the team and understand their needs for success.
• Align on 2026 targets across activation, retention, and churn reduction.
• Establish executive-level relationships with Procare's top strategic accounts.
• Reduce controllable churn measurably across both Named and Scale segments.
• Drive activation rate towards Company targets.
• Launch Procare University with a unified curriculum framework.

Benefits

• 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

$190,000 - $230,000/year DOE