Vp Of Customer Success

About Us

Prokeep is a software company that has developed the first and only communications and commerce platform built exclusively for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc.). We have assembled a team of employees, customers, and world-class investors to truly revolutionize how commerce is done in wholesale distribution. We envision a world where distributors use our tools to build deeper relationships, provide better service, and transact more easily with customers. We are post product, post revenue, and growing fast in the US and Canada.

Our Values

Our core values are the yardstick by which we measure ourselves. They serve as our “mission control” for decision making and are ingrained in all we do. Our core values are:

• 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!

Your Mission

As the VP of Customer Success, you'll be the key player in shaping the success of our accounts post sale. Your responsibilities will span across leadership, onboarding, adoption & advocacy, and support. You will be responsible for developing and implementing Customer Success strategies, building and managing a high-performing team, increasing user adoption, and ensuring that our customers receive exceptional service and support.

Key Responsibilities

• Lead and inspire a high-performing team dedicated to delivering operational excellence
• Collaborate closely with the Sales team to identify cross-sell and upsell opportunities within our existing customer base
• Develop and execute comprehensive Customer Success strategies aligned with company goals
• Create a consistent and valued customer experience by delivering against scalable and repeatable methodologies and proven best practices
• Manage and achieve key business metrics
• Operationalize programs that ensure the team can scale to meet the needs of our customers and do more with less over time.
• Utilize data-driven insights to identify trends, areas for improvement, and growth opportunities
• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work

Qualifications

• 10+ years experience leading teams in customer-facing capacities
• Successful track record scaling and managing CS teams in a growth stage startup (Seed - Series B)
• Executive-level experience in a B2B Customer Success role in a SaaS organization
• Hands-on experience using success tools (e.g. Hubspot)
• Analytical mindset with a track record of leveraging data for decision-making

Working Relationship & Compensation

This is a full-time salaried position and may be performed remotely anywhere within the United States except the State of California. Prokeep offers generous health, vision, and dental benefits, life insurance, unlimited PTO, and equity in our fast growing company.

• Competitive Salary
• Travel Budget to see Execs, Team and Customers
• Equity Package
• Insurance - Health, Dental, Vision, Short & Long Term Disability, Life and AD&D, Employee Assistance Program (EAP)
• 401(k)
• Yearly Education Stipend
• Unlimited PTO