Customer Success Manager, SMB

Job not on LinkedIn

🔥 4 hours ago

🇺🇸 United States – Remote

💵 $85k - $90k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Prokeep

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

📦 Logistics

💼 Consulting

📣 Marketing

💰 $9M Seed Round on 2022-06

Logistics • Consulting • Marketing

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

• 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

🎯 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 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

🏖️ Benefits

• 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