Procare Solutions just named Sam Loveland as Chief Customer Officer. (Source: Procare Blog)
She led customer teams at Salesloft and ServiceNow, and also held roles at Salesforce, Yammer (Microsoft), and FinancialForce.
Her focus at Procare: help child‑care centers get more value from Procare’s platform across success, services, support, and training.
Why It Matters (Why You Should Care)
Outcomes beat features. Directors and teachers are busy. Success, services, and support under one leader speeds time‑to‑value. For smart onboarding plays, see my post on onboarding that drives retention.
Scale needs CS Ops. With tens of thousands of customers, you need clear signals, playbooks, and handoffs. If you’re building that engine, the CS Ops playbook to cut firefighting by 40% will help.
Executive focus on value. A seasoned CCO aligns renewals and expansion around one story: value realized. For models you can copy, read CS leadership frameworks for better retention.
AI + human service. Use AI for speed and humans for judgment—vital in a regulated space like child‑care. Here’s how to do that well: Why AI Won’t Replace You—use it to predict and prevent churn.
Signal For Vertical SaaS
Trust, training, and compliance are the moat. When you join them with tight onboarding and education, you raise adoption and NRR. To plan this work, grab the free Customer Success Plan Template.
Like this view so far? The next section shows the exact playbooks, templates, scripts, and metrics to ship value fast.
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🔐A 90‑Day Customer Value System You Can Run Now
Below is a clear, step‑by‑step plan you can copy. It includes checklists, sample scripts, metrics, and templates. Keep it simple. Ship weekly.