Customer Success Manager, SMB

Vaga não está no LinkedIn

🕒 Outubro 9

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $85.000 - $90.000 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🏆 Sucesso do Cliente

🚫👨‍🎓 Sem graduação necessária

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Prokeep

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2016

📦 Logística

💼 Consultoria

📣 Marketing

💰 $9.000.000 Seed Round em 2022-06

Logistics • Consulting • Marketing

Prokeep é uma plataforma de comunicação dinâmica projetada especificamente para distribuidores, permitindo que eles melhorem o engajamento com os clientes e otimizem a gestão de pedidos por meio de vários canais, como mensagens de texto, e-mail e chat na web. Ao centralizar os dados e as comunicações dos clientes, Prokeep garante que as equipes possam atender os clientes mais rapidamente e impulsionar de forma proativa o aumento das vendas. A plataforma integra-se perfeitamente aos sistemas existentes, oferecendo insights em tempo real e fluxos de trabalho impulsionados por inteligência artificial para facilitar a tomada de decisões e melhorar o relacionamento com os clientes.

Descrição

• Serve as the primary face of Prokeep and trusted advisor for a portfolio of SMB distributor accounts • Manage the customer lifecycle, including adoption, ongoing nurturing, platform optimization, renewal, retention, and expansion • Develop and execute strategic success plans with objectives, milestones, and success metrics • Drive product adoption, usage, and value realization through best-practice, workflow, and optimization guidance • Monitor account health, identify risks, and mitigate churn • Forecast current and future-quarter renewals and provide management visibility into ARR trends • Conduct business reviews and check-in meetings to review performance, discuss challenges, and identify expansion or upselling opportunities • Manage customer relationships across the book of business to ensure desired outcomes • Collaborate with sales, product, and support teams to provide seamless ongoing support • Provide product, industry, and competitive insights to customers • Present account health, needs, and progress to customer and internal senior leadership • Represent the Voice of the Customer to inform product roadmap improvements • Travel to conferences and customer locations as needed

🎯 Requisitos

• 2+ years of Customer Success experience working with SMB organizations in a SaaS, construction, distribution, or technology organization • Experience managing a book of business 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 • Demonstrated ability and desire to serve customers • Demonstrated ability to expand existing customer business • Strong knowledge of the customer journey, including onboarding, nurturing/adoption, retention, and expansion • Experience with technology and ability to learn new technologies quickly; ideally, familiarity with SaaS application requirements • Superior presentation, written, and verbal communication skills, including effective communication with C-suite audiences • Extremely well-organized and analytical; able to work under pressure in a fast-paced environment • Ability to maintain high activity, manage competing priorities, and work effectively within a team • Previous remote-work experience is a plus • Legally authorized to work in the United States • Must answer whether employment sponsorship is currently or in the future required

🏖️ Benefícios

• Quarterly performance bonus tied to KPIs • Equity package • Health, dental, vision, and life insurance • Short- and long-term disability coverage • 401(k) • Employee assistance program (EAP) • Flexible PTO with no preset limits • Yearly education stipend • Remote work arrangement • Travel to conferences and customer locations as needed

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