Vice President, Customer Success

Prokeep•United States,

2d•$185,000 - $260,000

About The Position

Prokeep is undergoing a significant transformation from a communication platform to an Order Engine designed to power the front-of-house operations for distributors. The VP of Customer Success will be central to this evolution, taking ownership of the entire post-sale customer journey. This role involves driving the adoption of the Order Engine with Order Automation across the customer base, while simultaneously building the scalable systems and team infrastructure necessary for growth from a startup to a scale-up phase. The objective is to protect and expand revenue, shape the customer experience with Prokeep, and champion the "Own the Front of House" mission. This is a board-visible position, requiring executive and board-level reporting on customer health, retention, performance, and key metrics aligned with the company's mission.

Requirements

10+ years of experience leading customer-facing teams, particularly through significant operational change.
Direct accountability to a CEO or board at a B2B SaaS organization.
Proven track record of scaling CS teams at a growth-stage startup where the CS function was being built (Series B+).
Experience leading a customer base through a significant product repositioning requiring a fundamental shift in customer mindset and usage.
Hands-on experience with CS and CRM tools (HubSpot and Planhat experience is 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 strategic and executional levels, comfortable building playbooks and coaching others.

Nice To Haves

HubSpot experience
Planhat experience

Responsibilities

Drive Net Revenue Retention (NRR) above 120% through strategic cross-sell and upsell of Order Engine.
Protect Gross Revenue Retention (GRR) by proactively identifying and mitigating churn risks, especially with long-standing enterprise customers transitioning to the Order Engine.
Partner with the Account Management team on renewals and commercial account strategy, owning the renewal forecast and its accuracy.
Maintain best-in-class churn metrics through proactive risk management, enablement, and health monitoring.
Develop and execute a change management playbook to transition existing customers from a communication-centric to an order engine-centric mindset.
Train and equip the Customer Success (CS) team to function as workflow consultants, effectively communicating the value of AI-powered Order Engine workflows.
Define and track KPIs focused on order engine usage, including quote volume, order volume, conversion rates, thread activity, and customer health signals.
Ensure customer feedback is systematically relayed to the Product team for prioritization and action.
Build a tiered success model (tech-touch, high-touch, enterprise, strategic) that scales cost-effectively.
Standardize onboarding, QBRs, and renewal processes for a consistent and measurable customer experience.
Leverage the CS tech stack (HubSpot, Planhat, product data) for early churn detection and surfacing expansion opportunities.
Identify and automate high-frequency, lower-complexity workflows to free up team capacity for higher-value customer interactions.
Recruit, develop, and retain CSMs, CSRs, implementation specialists, and technical account representatives.
Align with Sales on commercial strategy, expansion opportunities, and retention.
Partner with Product on roadmap prioritization, launches, and Customer Advisory Board (CAB) leadership.
Collaborate with Marketing on customer advocacy programs, success stories, webinars, and content.
Lead Customer Success Managers, Technical Account Managers, Implementation, and Support teams.
Foster a culture of customer advocacy, operational excellence, creative problem-solving, and accountability.
Establish goals, metrics, and reporting frameworks to drive clarity and performance across teams.