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! ## What You'll Own
Revenue and Retention
Partner with SVP of Sales to drive 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
Driving Order Engine Adoption
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
Scaling the Team and Operations
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
Cross-Functional Leadership
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
What You'll Lead
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
What We're Looking For
10+ years of experience leading customer-facing teams, particularly through a period of significant operational change, with direct accountability to a CEO or board at a B2B SaaS organization
Proven track record scaling CS teams at a growth-stage startup where the CS function was still being built, not inherited. (Series B+)
Experience leading a customer base through a significant product repositioning where customers needed to change how they think about and use the product — not just a feature migration. - 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
Hands-on experience implementing AI-powered tools or workflows in a customer-facing context, with the ability to drive adoption among non-technical users. - Ability to operate at both a strategic and executional level - comfortable building the playbook and coaching others to run it
Why Prokeep?
At Prokeep, we offer a dynamic, passionate, and collaborative work environment where innovation thrives. Here’s what you can expect:
**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.
