Customer Success Manager, Micro

New Orleans, LA, United States

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 the barriers of communication in wholesale distribution using pioneering technology. With our incredible growth over the past few years, we are looking to hire a Customer Success Manager to add to our existing Customer Success organization.

Reporting to the Manager of Customer Success, the Micro Customer Success Manager will be the trusted advisor to distributors throughout North America. You will be responsible for the customer lifecycle as it relates to customer adoption, ongoing nurturing, platform optimization, renewals, and identifying expansion across your book of business.

To help us achieve our goals, we are looking for a new team member who has experience working with enterprise-level customers, loves customer-facing tasks, collaborative work, and a fast-paced environment. Our ideal candidate will also have experience working in the wholesale distribution industry.

At Prokeep, we are dedicated to ensuring our customers achieve their desired outcomes and maximize the value of our platform. As a Micro Customer Success Manager, you play a crucial role in guiding our distributors through their journey with our platform. Your goal is not only to retain customers but also to deliver an exceptional experience that drives successful ROI outcomes. We believe that customer success is about understanding our customers' needs and working collaboratively to ensure they experience the utmost value every step of the way.

Your Mission

Customer Success Managers are the face of Prokeep after the initial sale. They are responsible for ensuring a high-quality onboarding experience and play a critical role in building customer relationships, driving adoption and value realization, expanding existing customer business, and ensuring a high level of retention.

Serve as the primary point of contact and trusted advisor for a portfolio of Micro accounts, understanding their unique business needs, objectives, and challenges.

Proactively engage with your book of business, utilizing scalable and automated approaches to drive product adoption, usage, and value realization, providing guidance on best practices, workflows, and optimization strategies.

Proactively monitor account health  indicators, identify potential risks or areas of improvement, and take proactive measures to mitigate churn and maximize retention.

Forecast renewals for your accounts for current and future quarters, providing visibility to management on ARR trends based on expected renewals/downgrades.

Conduct regular business reviews  and check-in meetings with your accounts to review performance metrics, discuss challenges, and identify opportunities for expansion and upselling.

Manage relationships across a book of business to ensure your customers are achieving their desired outcomes by using Prokeep.

Act as a customer advocate within the organization, representing the voice of the customer and championing their needs and priorities, providing use case examples, and assessing the business impact of product improvements/enhancements.

Collaborate cross-functionally with sales, product, and support teams to ensure seamless onboarding and ongoing support for Micro accounts.

Serve as a subject matter expert on our product offerings, industry trends, and competitive landscape, providing insights and recommendations to customers to help them achieve their business objectives.

Ability to present to customer/internal senior leadership on account health, needs, and progress.

Travel to conferences and customer locations as needed.

Qualifications

1+ years of experience in a Customer Success or Account Management role in a SaaS, construction, distribution, or technology organization.

Familiarity with HubSpot, with an emphasis on the use of sequences to drive customer engagement at scale.

Experience managing a book of business with 200+ accounts.

Skilled in developing relationships with key decision-makers at each of your accounts.

Demonstrated ability and desire to serve customers.

Have a strong knowledge of the customer journey (trial, onboarding, adoption, nurturing, retention, and expansion).

Strong team player as well as a proactive individual contributor.

Experience with technology and ability to learn new technologies quickly; ideally familiar with SaaS applications.

Superior communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including the C-suite.

Extremely well-organized and analytical with the ability to work well in a fast-paced, rapidly evolving startup environment.

Knowledge of the construction and distribution industry is a plus.

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

Competitive Compensation - $60K base / $72K OTE

Equity Package

Health, Dental, Vision, Short and Long Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)

Yearly Education Stipend for Ongoing Professional Development

Unlimited PTO

The pay range for this role is:

60,000 - 72,000 USD per year (Remote - United States)

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