Customer Success Manager

Atlanta, GA or New Orleans, LA

About Prokeep

Prokeep is a software company that has developed a messaging platform for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc). We are post product, post revenue and growing fast in the US and Canada. 

Our team is agile, nimble, and devoted to making our customer’s lives easier with simple to use technology. We envision a world where distributors using our tools are more efficient and better equipped to build strong, long-lasting relationships with their customers. 

Position Overview  

Prokeep is on a quest to break down 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 team. 

Reporting to the Manager of Customer Success, this Customer Success Manager will be responsible for the customer lifecycle as it relates to customer adoption, on-going nurturing, platform optimization and expansion. To help us achieve our goals, we are looking for a new team member that loves customer facing tasks, collaborative work and a fast-paced environment. 

At Prokeep, we believe that Customer Success is all about understanding your customers desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager, you are part of the distributor's journey with our platform. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform that drives successful ROI outcomes. 

We are looking for expert multi-taskers that can manage a high volume of customer relationships with quality. The ideal candidate prioritizes effectively and constantly seeks new ways to meet and exceed customer expectations. Throughout the customer’s journey, CSMs will also be responsible for identifying expansion and add on feature opportunities that will be of value to customers in their book of business. 

Key Responsibilities

Prokeep CSMs are the primary face of the Company after the initial sale and they play a critical role by building customer relationships, expanding existing customer business and becoming trusted advisors. They are responsible for customer retention, customer expansion and the prevention of churn across our customer base. 

As a Customer Success Manager, you will have extreme ownership of the customers entrusted to your care in order to retain them as customers and expand their business with us.

  • Engage and nurture key contact from day one in order to build a relationship with that customer 
  • Ensure account renewal and identify potential for new existing customer business (add ons/expansions)
  • Proactively monitor account health and call/email customers who are unresponsive or are not fully utilizing our products
  • Work with Success Coaches to help increase user adoption, engagement and ensure best practices are utilized
  • Conduct Business Reviews with all accounts bi-annually or quarterly depending on account tier
  • Manage hundreds of relationships within book of business (BOB) to ensure that they are achieving their desired outcomes with using Prokeep 
  • Obtain referrals to share with the Sales team 
  • Capture success stories from the key customer contact and relay them to Marketing to use as case studies or testimonials 
  • Provide valuable product ideas to the product team that you receive from your key contacts
  • Conduct client-specific webinars with a Success Coach for your larger accounts as needed
  • Train and mentor new Customer Success Managers 
  • Strategize and collaborate with cross-departmental peers
  • Continuously self-educate about Prokeep’s products and solutions and the distributor landscape
  • Assist leadership with presentations, client meetings and conferences as needed
  • Travel to conferences as needed 
  • Occasional weekend work for client specific deployments 

Knowledge and Experience 

  • Previous Customer Success/Account Management experience in a SaaS organization preferred
  • Experience managing a book of business (BOB) of 100+ accounts
  • Be skilled in developing the relationship with the key decision maker at each of your accounts. (Focus for CSMs is not on the user level. All training for users goes to the Success Coaching team.)
  • Demonstrated ability and desire to serve customers
  • Demonstrated ability to expand existing customer business
  • Have a strong knowledge of the customer journey (trial, onboarding, nurturing, retention and expansion)
  • Experience with technology and able to learn new technologies quickly; ideally familiar with SaaS application requirements
  • Superior communications 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 an ability to work well under pressure in a fast paced environment. 
  • Knowledge of construction and distribution industry a  plus
  • Strong team player as well as a proactive individual contributor

This is an exciting opportunity for someone who wants to join a hyper-growth SaaS technology organization that is experiencing phenomenal growth and work alongside an established team and experienced entrepreneurs.

Next Steps

If interested, please email carrers@prokeep.com to introduce yourself and start the process.

Email to apply