Associate Customer Success Manager

About the role

The Associate Customer Success Manager (CSM) is responsible for managing a dedicated portfolio of customers, ensuring they achieve maximum value from Procare Solutions' products and services. Key responsibilities include dynamic account management, value realization through tailored Customer Success Plans, performance and health monitoring, quarterly business reviews, collaboration with sales, product expertise, case and inbound request management, and continuous improvement.

Responsibilities

• Proactively engage with a diverse set of customers based on their health status or specific needs.
• Create and execute tailored Customer Success Plans (CSPs) for each account.
• Regularly monitor account health and usage data to identify at-risk customers and opportunities for growth.
• Prepare and deliver impactful Quarterly Business Reviews (QBRs).
• Partner with the sales team to ensure a cohesive account strategy.
• Maintain a deep understanding of Procare Solutions' product suite and best practices.
• Manage and resolve inbound customer inquiries and requests from other teams.
• Work with customers to increase product adoption and usage, especially for payment processing solutions.
• Apply new best practices and stay informed about market trends and competitor activities.

Requirements

• Typically requires 1-5 years’ of experience in a customer-facing role, preferably within the SaaS industry.
• Proficient in the use of Procare Solutions' products and able to provide recommendations to customers.
• Capable of diagnosing customer issues, evaluating solutions, and making well-informed decisions.
• Excellent communication and relationship-building skills with a customer-centric approach.
• A proven ability to manage multiple priorities in a dynamic, fast-paced environment.

Qualifications

• Frequent communication with customers, prospects, and other employees via phone and email.
• Sitting and standing for prolonged periods.
• Use of computer, telephone, and other office equipment for the greater part of the workday.
• Occasional travel may be required for this position.

Benefits

• 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.

Pay

$75,000 - $85,000/year DOE

Schedule

This position is based in our Denver, CO office. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in the office a minimum of 3 days per week.