Customer Success Manager, SMB

Role Overview

Prokeep is seeking a Customer Success Manager to work with SMB-level customers, guiding them through their journey with the platform and delivering an exceptional experience that drives successful ROI outcomes.

What You Will Do

The SMB Customer Success Manager will be responsible for the customer lifecycle, including customer adoption, ongoing nurturing, platform optimization, renewal, and identifying expansion across their book of business.

Why It Might Be a Fit

The ideal candidate will have experience working with SMB-level customers, loves customer-facing tasks, collaborative work, and a fast-paced environment, and be able to expand existing customer business.

Requirements

• 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

Benefits

• 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