Customer Success Manager, SMB

Prokeep

. Serve as the primary face of Prokeep and trusted advisor for a portfolio of SMB distributor accounts .

Posted 10/9/2026full-timeRemote • United StatesJuniorMid-Level💰 $85,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on the customer lifecycle, relationship building, and strategic planning to drive product adoption and retention. Proficient in analyzing account health and collaborating with cross-functional teams to enhance customer experiences and outcomes.

Highest-signal resume keywords

Customer Success ManagementSaaS Application FamiliarityAccount Health MonitoringStrategic Success PlanningC-Suite Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementProduct Adoption StrategiesRisk MitigationForecasting RenewalsBusiness Review Conducting

Soft Skills

Relationship BuildingAnalytical SkillsOrganizational SkillsEffective CommunicationTeam Collaboration

Industry Keywords

SMB OrganizationsConstructionWholesale DistributionTechnologyVoice of the Customer

About the role

Key responsibilities & impact

Serve as the primary face of Prokeep and trusted advisor for a portfolio of SMB distributor accounts
Manage the customer lifecycle, including adoption, ongoing nurturing, platform optimization, renewal, retention, and expansion
Develop and execute strategic success plans with objectives, milestones, and success metrics
Drive product adoption, usage, and value realization through best-practice, workflow, and optimization guidance
Monitor account health, identify risks, and mitigate churn
Forecast current and future-quarter renewals and provide management visibility into ARR trends
Conduct business reviews and check-in meetings to review performance, discuss challenges, and identify expansion or upselling opportunities
Manage customer relationships across the book of business to ensure desired outcomes
Collaborate with sales, product, and support teams to provide seamless ongoing support
Provide product, industry, and competitive insights to customers
Present account health, needs, and progress to customer and internal senior leadership
Represent the Voice of the Customer to inform product roadmap improvements
Travel to conferences and customer locations as needed

Requirements

What you’ll need

2+ years of Customer Success experience working with SMB organizations in a SaaS, construction, distribution, or technology organization
Experience managing a book of business with SMB organizations with locations throughout the country
Experience working directly within construction or wholesale distribution is a plus
Skilled in developing relationships with key decision-makers
Demonstrated ability and desire to serve customers
Demonstrated ability to expand existing customer business
Strong knowledge of the customer journey, including onboarding, nurturing/adoption, retention, and expansion
Experience with technology and ability to learn new technologies quickly; ideally, familiarity with SaaS application requirements
Superior presentation, written, and verbal communication skills, including effective communication with C-suite audiences
Extremely well-organized and analytical; able to work under pressure in a fast-paced environment
Ability to maintain high activity, manage competing priorities, and work effectively within a team
Previous remote-work experience is a plus
Legally authorized to work in the United States
Must answer whether employment sponsorship is currently or in the future required

Benefits

Comp & perks

Quarterly performance bonus tied to KPIs
Equity package
Health, dental, vision, and life insurance
Short- and long-term disability coverage
401(k)
Employee assistance program (EAP)
Flexible PTO with no preset limits
Yearly education stipend
Remote work arrangement
Travel to conferences and customer locations as needed