[Hiring] Vice President, Customer Success @Prokeep

Role Description

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.

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.

Qualifications

• 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.

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.