Enterprise Customer Success Manager

Prokeep

Enterprise Customer Success Manager guiding large distributors through Prokeep's platform. Managing customer relationships and ensuring success in adoption and retention metrics.

Posted 5/20/2026full-timeNew Orleans • Louisiana • 🇺🇸 United StatesJuniorMid-Level💰 $90,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact and trusted advisor for a portfolio of enterprise-level accounts, understanding their unique business needs, objectives, and challenges.
Develop and execute strategic success plans outlining key objectives, milestones, and success metrics aligned with the customer’s goals and our product capabilities.
Proactively engage with your book of business 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 (QBRs) and check-in meetings with your accounts to review performance metrics, discuss challenges, and identify opportunities for expansion and upselling.
Manage the relationships across a book of business (BOB) to ensure that they are achieving their desired outcomes by using Prokeep.
Customer Advocacy and VOC Alignment: Represent the customer’s voice by gathering use cases, assessing the impact of product enhancements, and creating data-driven business cases. Balance customer needs with company goals to align feature requests with strategic priorities. Set clear expectations on feasibility and timelines to build trust and influence the product roadmap while driving customer success.
Collaborate cross-functionally with sales, product, and support teams to ensure seamless onboarding and ongoing support for enterprise 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.
Traveling to our headquarters office in New Orleans at least once a quarter is required.
Additional travel to conferences and customer locations as needed.

Requirements

What you’ll need

2+ years of Enterprise Customer Success/Account Management experience working with Large Enterprise organizations in a SaaS, construction, distribution, or technology organization.
Experience managing a book of business (BoB) with Large Enterprise 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 at each of your accounts.
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/adoption, retention, and expansion).
Experience with technology and the ability to learn new technologies quickly; ideally, familiarity with SaaS application requirements.
Superior communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, especially the C-suite.
Extremely well-organized and analytical with an ability to work well under pressure in a fast-paced environment.
Can maintain a high level of activity, manage multiple competing priorities, and work effectively within a team in a results-oriented culture.
Previous experience working in a remote environment is a plus.

Benefits

Comp & perks

Competitive Compensation: Reflecting your expertise and impact.
Equity Package: Your success is our 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Enterprise Customer SuccessAccount ManagementSaaSCustomer JourneyProduct AdoptionData-Driven Business CasesForecastingBusiness ReviewsRisk MitigationOptimization Strategies

Soft Skills

Relationship BuildingCustomer AdvocacyCommunicationPresentation SkillsOrganizational SkillsAnalytical SkillsTeam CollaborationProblem SolvingInfluencingAdaptability