About Us

Prokeep is a software company that has developed the first and only communications and commerce platform built exclusively for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc.). We have assembled a team of employees, customers, and world-class investors to truly revolutionize how commerce is done in wholesale distribution. We envision a world where distributors use our tools to build deeper relationships, provide better service, and transact more easily with customers. We are post product, post revenue, and growing fast in the US and Canada.

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 barriers of communication in wholesale distribution using pioneering technology. With our incredible growth over the past few years, we are looking to hire an experienced Manager of Customer Success (SMB) to help support our growing team of SMB Customer Success Managers.

At Prokeep, we believe that Customer Success is all about understanding your customers desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. The Manager of Customer Success (SMB) will lead a team of SMB Customer Success Managers (CSMs) as they manage the customer’s journey through initial adoption, onboarding, nurturing and renewal stages. Throughout the customer’s journey, SMB CSMs will also be responsible for identifying expansion and add on feature opportunities that will be of value to customers in their book of business.

As we continue to grow our customer base, evolving processes and scalable procedures will be needed to help us become more efficient and to ensure we are always providing the utmost value to our customers. As the Manager of Customer Success (SMB), you will play a vital role in the continued success and growth at Prokeep. You will also collaborate directly with Sales, Operations, Marketing and Product teams to help build scalable and cohesive processes that will ensure we continue to provide utmost value to our customers as we continue to grow.

This position reports directly to the Director of Customer Success who is a member of our Executive Team.

Key Responsibilities

• Successfully lead, manage and mentor a team of SMB Customer Success Managers
• Lead and motivate team during high growth and change
• Conduct weekly 1:1s with SMB CSMs and team “Office Hours” as needed
• Create processes and plays that will assist SMB Customer Success Managers in their daily interactions
• Create processes that continue to level up and grow our SMB CSM team
• Mitigate customer churn by understanding renewal statuses and account health of each SMB CSMs book of business
• Strategize with SMB CSMs on identifying expansion and add on feature opportunities in their books of business
• Assist with recruiting, hiring and training additional SMB Customer Success team members
• Drive toward Customer Success quarterly OKRs all while ensuring a fun environment
• Collaborate with Leadership and Operations to develop key metrics and reports that help you coach and drive the team to exceed results.
• Strategize and collaborate with cross-departmental peers
• Assist leadership with presentations, client meetings and conferences as needed

Knowledge and Experience

• You will bring your ideas, growth mindset and leadership skills to this role
• You are bright, ambitious, self-driven, hard-working, flexible and deeply care about making a big impact in our customers' lives
• 3-5+ years of experience in a customer facing role at a SaaS tech company
• 2+ years managing direct reports in Customer and Client facing roles ideally at a SaaS tech company
• Adaptability - You are energized by taking on new challenges as they arise
• Organizational Skills - You are able to work on multiple initiatives with ease
• Prior Success - Proven track record of customer satisfaction, customer growth, customer retention and building a team to do the same
• Leadership experience, excellent presentation skills and ability to lead others to consensus
• Demonstrated success building senior-level relationships, excellent business development and negotiating skills
• Strong passion for exceeding customer expectations
• Ability to use a CRM and other Customer Success technology tools
• Bonus: Knowledge of wholesale distribution market (i.e. plumbing, electrical, HVAC, etc) or construction tech a plus
• Bonus: Familiar with Hubspot and Pendo

Working Relationship & Compensation

This is a full-time salaried position and may be performed remotely anywhere within the United States except the States of Colorado, California, and New York. Prokeep offers generous health, vision, and dental benefits, life insurance, unlimited PTO, and equity in our fast growing company.

• Competitive Base Salary
• Equity Package
• Health, Dental, Vision, Short & Long Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)
• Yearly Education Stipend
• Unlimited PTO