Customer Success Manager, SMB

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary representative of Prokeep and a reliable advisor for a portfolio of SMB distributor accounts.

• Oversee the customer lifecycle, encompassing adoption, ongoing nurturing, platform optimization, renewal, retention, and expansion.

• Create and implement strategic success plans that include objectives, milestones, and success metrics.

• Encourage product adoption, usage, and realization of value through best practices, workflow guidance, and optimization strategies.

• Monitor account health, detect risks, and take action to prevent churn.

• Predict current and future quarter renewals and provide management with insights into ARR trends.

• Conduct business reviews and check-in meetings to assess performance, address challenges, and pinpoint expansion or upselling prospects.

• Maintain customer relationships across the book of business to achieve desired outcomes.

• Work in collaboration with sales, product, and support teams to ensure seamless ongoing assistance.

• Offer product, industry, and competitive insights to customers.

• Present account health, requirements, and progress updates to both customers and internal senior leadership.

• Advocate for the Voice of the Customer to guide improvements in the product roadmap.

• Travel to conferences and customer sites as necessary.

⛳️ Requirements

• A minimum of 2 years of Customer Success experience with SMB organizations in SaaS, construction, distribution, or technology sectors.

• Proven experience managing a book of business with SMB organizations that have locations nationwide.

• Direct experience within the construction or wholesale distribution industry is advantageous.

• Proficient in building relationships with key decision-makers.

• Proven commitment and desire to serve customers effectively.

• Demonstrated ability to grow existing customer accounts.

• Strong understanding of the customer journey, including onboarding, nurturing/adoption, retention, and expansion.

• Experience with technology and a quick learner of new technologies; familiarity with SaaS application requirements is ideal.

• Excellent presentation, written, and verbal communication skills, including the ability to communicate effectively with C-suite professionals.

• Highly organized and analytical; capable of thriving under pressure in a fast-paced environment.

• Ability to maintain high activity levels, manage competing priorities, and work efficiently within a team.

• Previous experience in a remote work setting is a plus.

• Must be legally authorized to work in the United States.

• Must disclose whether employment sponsorship is needed currently or in the future.

🏝️ Benefits

• Quarterly performance bonuses linked to KPIs.

• Equity package.

• Health, dental, vision, and life insurance.

• Short- and long-term disability coverage.

• 401(k) plan.

• Employee assistance program (EAP).

• Flexible PTO with no predefined limits.

• Annual education stipend.

• Remote work arrangement.

• Travel to conferences and customer locations as needed.