Customer Success Manager, SMB

Job description

**About Us** Prokeep is an Order Engine on a mission to empower distributors to win by turning every customer interaction into an order opportunity. Trusted by 8,000+ distributor locations and 40,000+ users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day. Built for the $100+ billion distribution market, Prokeep eliminates missed opportunities caused by busy phone lines, scattered customer data, and passive sales habits. By centralizing communication and enabling proactive outreach, we help teams take more orders from any channel and get more orders by driving demand—fueling growth, stronger relationships, and greater impact across the supply chain. Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you're passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board. Let’s shape the future together—one order at a time! **Prokeep Values** - Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win. - Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy. - Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships. - Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster! **Position Overview** 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.The SMB CSM plays a pivotal role in building and representing the Voice of the Customer (VOC) to drive impactful improvements in the product roadmap.Serve as the primary point of contact and trusted advisor for a portfolio of SMB-level accounts, understanding their unique business needs, objectives, and challenges. - 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. **Why Prokeep?** At Prokeep, we offer a dynamic, passionate, and collaborative work environment where innovation thrives. Here’s what you can expect: - Competitive Compensation: $85 - 90K OTE, depending on experience, qualifications, and fit. Quarterly performance bonus tied to KPIs used across the Prokeep Marketing organization. - Equity Package: Your success is our success—share in the growth you’ll help create. Comprehensive Benefits: Health, dental, vision, life, short & long-term disability, 401(k), and employee assistance program (EAP). - Flexible PTO: Recharge and refocus with the flexibility to manage your time with no preset limits - Continuous Growth: Yearly education stipend to support your professional development.