Vice President, Customer Success

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🕒 May 19

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Prokeep

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🤝 B2B

☁️ SaaS

🛍️ eCommerce

💰 $9M Seed Round on 2022-06

B2B • SaaS • eCommerce

Prokeep is a dynamic communication platform designed specifically for distributors, enabling them to enhance customer engagement and streamline order management through various channels such as texting, email, and web chat. By centralizing customer data and communications, Prokeep ensures that teams can serve customers faster and drive increased sales proactively. The platform integrates seamlessly with existing systems, providing real-time insights and AI-driven workflows to facilitate better decision-making and improved customer relationships.

📋 Description

• Partner with SVP of Sales to drive Net Revenue Retention (NRR) with a target above 120%, driven by strategic cross-sell and upsell of Order Engine across customer tiers • Protect Gross Revenue Retention (GRR) by identifying churn risks early, particularly among long-standing enterprise customers navigating the communication-to-order-engine transition • Partner with the Account Management team on renewals and commercial account strategy; own the renewal forecast and its accuracy • Maintain best in class churn metrics through proactive risk management, enablement motions, and health monitoring • Develop and execute the change management playbook to migrate existing customers from a "communication" mindset to an "order engine" mindset • Train and equip the CS team to act as workflow consultants who can confidently articulate how AI-powered Order Engine workflows increase a distributor's bottom line • Define and relentlessly track KPIs focused on order engine usage: quote volume, order volume, conversion rates, thread activity, and customer health signals across the full lifecycle • Ensure customer feedback reaches Product in a structured, prioritized way and close the loop on the most critical roadmap items • Build a tiered success model: tech-touch for our smallest accounts, high-touch for mid-market, enterprise and strategic accounts, that scales cost-effectively as the customer base grows • Standardize onboarding, QBRs, and renewal motions so the customer experience is consistent, predictable, and measurable • Leverage the CS tech stack (HubSpot, Planhat, product data) to build early warning systems for churn and surface expansion opportunities • Identify and automate high-frequency, lower-complexity workflows to give the team capacity for higher-value customer work • Recruit, develop, and retain CSMs, CSRs, implementation specialists and technical account representatives with experience enabling complex, workflow-integrated software at both the account and user level • Align tightly with Sales (new logo and existing) on commercial strategy, expansion opportunities, and retention • Partner with Product on roadmap prioritization, launches, and CAB leadership • Collaborate with Marketing on customer advocacy programs, success stories, webinars, and customer-facing content

🎯 Requirements

• 10+ years of experience leading customer-facing teams, particularly through a period of significant operational change, with direct accountability to a CEO or board at a B2B SaaS organization • Proven track record scaling CS teams at a growth-stage startup where the CS function was still being built, not inherited. (Series B+) • Experience leading a customer base through a significant product repositioning where customers needed to change how they think about and use the product — not just a feature migration. • Hands-on experience with CS and CRM tools (HubSpot and Planhat experience a plus) • Analytical mindset with a track record of using data to drive decisions and forecast accurately • Hands-on experience implementing AI-powered tools or workflows in a customer-facing context, with the ability to drive adoption among non-technical users. • Ability to operate at both a strategic and executional level - comfortable building the playbook and coaching others to run it

🏖️ Benefits

• Competitive Compensation:Reflecting your expertise and impact. • Equity Package: Our success is your 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.