SMB Customer Success Manager

Prokeep is on a quest to break down the barriers of communication in wholesale distribution using pioneering technology. With our incredible growth over the past few years, we are looking to hire a Customer Success Manager within SMB to add to our existing Customer Success organization.

Reporting to the Senior Director of Customer Success Management, the SMB Customer Success Manager will be the trusted advisor to distributors throughout North America. You will be responsible for the customer lifecycle as it relates to customer adoption, ongoing nurturing, platform optimization, renewal, and identifying expansion across your book of business.

To help us achieve our goals, we are looking for a new team member who has experience working with SMB-level customers, loves customer-facing tasks, collaborative work, and a fast-paced environment. Our ideal candidate will also have experience working in the wholesale distribution industry.

At Prokeep, we are dedicated to ensuring our customers achieve their desired outcomes and maximize the value of our platform. As an SMB Customer Success Manager, you play a crucial role in guiding our distributors through their journey with our platform. Your goal is not only to retain customers but also to deliver an exceptional experience that drives successful ROI outcomes. We believe that customer success is about understanding our customers' needs and working collaboratively to ensure they experience the utmost value every step of the way.

Your Mission

Prokeep SMB CSMs are the primary face of the company for our SMB-sized customers after the initial sale and play a critical role in building customer relationships, driving adoption and value realization, expanding existing customer business, and ensuring a high level of retention.

• Develop and execute strategic success plans outlining key objectives, milestones, and success metrics aligned with the customer’s goals and our product capabilities.
• Proactively engage with your book of business to drive product adoption, usage, and value realization, providing guidance on best practices, workflows, and optimization strategies.
• Proactively monitor account health indicators, identify potential risks or areas of improvement, and take proactive measures to mitigate churn and maximize retention.
• Forecast renewals for your accounts, for current and future quarters, providing visibility to management on ARR trends based on expected renewals/downgrades.
• Conduct regular Business Reviews and check-in meetings with your accounts to review performance metrics, discuss challenges, and identify opportunities for expansion and upselling.
• Manage the relationships across a book of business (BOB) to ensure customers are achieving their desired outcomes by using Prokeep.
• Collaborate cross-functionally with sales, product, and support teams to ensure seamless ongoing support for SMB accounts.
• Serve as a subject matter expert on our product offerings, industry trends, and competitive landscape, providing insights and recommendations to customers to help them achieve their business objectives.
• Ability to present to customer/internal senior leadership on account health, needs, and progress.
• Travel to conferences and customer locations as needed.

Qualifications

• 2+ years of Customer Success experience working with SMB organizations in a SaaS, construction, distribution, or technology organization.
• Experience managing a book of business (BoB) with SMB organizations with locations throughout the country.
• Experience working directly within construction or wholesale distribution is a plus.
• Skilled in developing relationships with key decision-makers at each of your accounts.
• Demonstrated ability and desire to serve customers.
• Demonstrated ability to expand existing customer business.
• Have a strong knowledge of the customer journey (onboarding, nurturing/adoption, retention, and expansion).
• Experience with technology and the ability to learn new technologies quickly; ideally, familiarity with SaaS application requirements.
• Superior communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, especially the C-suite.
• Extremely well-organized and analytical with an ability to work well under pressure in a fast-paced environment.
• Can maintain a high level of activity, manage multiple competing priorities, and work effectively within a team in a results-oriented culture.
• Previous experience working in a remote environment is a plus.