Customer Success Manager, SMB

The role

The SMB Customer Success Manager serves as a trusted advisor to distributors throughout North America. You will manage the customer lifecycle including adoption, nurturing, platform optimization, renewal, and expansion for a book of business.

What you will do

• Serve as the primary point of contact and trusted advisor for a portfolio of SMB-level accounts.
• Develop and execute strategic success plans aligned with customer goals.
• Proactively engage with a book of business to drive product adoption and value realization.
• Monitor account health indicators to mitigate churn and maximize retention.
• Forecast renewals for accounts to provide visibility on ARR trends.
• Conduct regular Business Reviews and check-in meetings.
• Manage relationships across a book of business to ensure desired outcomes.
• Collaborate cross-functionally with sales, product, and support teams.
• Serve as a subject matter expert on product offerings, industry trends, and competitive landscape.
• Present to customer and internal senior leadership on account health and progress.

Required qualifications

• 2+ years of Customer Success experience working with SMB organizations in a SaaS, construction, distribution, or technology organization.
• Experience managing a book of business (BoB) with SMB organizations with locations throughout the country.
• 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.
• Strong knowledge of the customer journey (onboarding, nurturing/adoption, retention, and expansion).
• Experience with technology and the ability to learn new technologies quickly.
• Superior communication skills (presentation, written, and verbal).
• Ability to communicate/present effectively at all levels of the organization, especially the C-suite.
• Extremely well-organized and analytical.
• Ability to work well under pressure in a fast-paced environment.
• Ability to maintain a high level of activity and manage multiple competing priorities.

Nice to have

• Experience working directly within construction or wholesale distribution
• Familiarity with SaaS application requirements
• Previous experience working in a remote environment

Benefits

• Competitive Compensation
• Equity Package
• Health
• Dental
• Vision
• Life
• Short & long-term disability
• 401(k)
• Employee assistance program (EAP)
• Flexible PTO with no preset limits
• Yearly education stipend

About the company

Prokeep is an Order Engine that empowers distributors to win by turning customer interactions into order opportunities. It is trusted by 8,000+ distributor locations and 40,000+ users.