Vice President, Customer Success

Prokeep

5d

About The Position

Prokeep is in the middle of a significant transformation, from a communication platform to an Order Engine that powers the front-of-house for distributors, and the VP of Customer Success will be at the center of it. This leader will own the full post-sale customer journey, driving adoption of Order Engine with Order Automation across our customer base while building the scalable systems and team infrastructure needed to grow from startup to scale-up. You will protect and expand revenue, shape how customers experience Prokeep, and champion the "Own the Front of House" mission across everything you do. This is a board-visible role. You will own executive and board-level reporting on customer health, retention, performance, and the metrics that matter most to our mission.

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

Responsibilities

• 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
• Lead Customer Success Managers, Technical Account Managers, Implementation, and Support teams
• Lead a culture built on customer advocacy, operational excellence, creative problem-solving, and accountability
• Lead Goals, metrics, and reporting frameworks that drive clarity and performance across all teams

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed