Prokeep

Vice President, Customer Success

Prokeep

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $175,000 - $200,000 per year

Job Level

Lead

About the role

  • Partner with SVP of Sales to co-own 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
  • Customer Success Managers, Technical Account Managers, Implementation, and Support teams
  • A culture built on customer advocacy, operational excellence, creative problem-solving, and accountability
  • Goals, metrics, and reporting frameworks that drive clarity and performance across all teams.

Requirements

  • 10+ years of experience leading customer-facing teams, including at least one executive-level Customer Success or Customer Experience role in a B2B SaaS organization
  • Proven track record scaling CS teams at a growth-stage startup (Series B+)
  • Experience managing through product or platform transitions - ideally where adoption and change management were central to the work
  • 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
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
change managementKPI trackingdata analysisworkflow automationcustomer health monitoringchurn risk managementcross-sellupsellcustomer advocacystrategic planning
Soft Skills
leadershipcoachingproblem-solvingcommunicationcollaborationaccountabilitystrategic thinkinganalytical mindsetteam developmentcustomer-centric mindset