Customer Success Manager, SMB

About Us

Prokeep is a cutting-edge communication and commerce platform on a mission to empower distributors to win.

Trusted by over 1,000 distributors and 40,000 users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day. 

We serve the $100+ billion distributor market, enabling them to build stronger relationships, drive demand, and positively impact the communities they serve. By enhancing customer experiences and streamlining communication, we’re not just solving problems—we’re transforming industries and building stronger connections across the supply chain.

Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you're passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board.

Let’s shape the future together—one connection at a time!

Prokeep Values

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!

Position Overview  

Prokeep is on a quest to break down the barriers of communication in wholesale distribution using pioneering technology. With our incredible growth over the past few years, we are looking to hire a Customer Success Manager within SMB to add to our existing Customer Success organization. 

Reporting to the Director of Customer Success Management, the SMB Customer Success Manager will be the trusted advisor to distributors throughout North America. You will be responsible for the customer lifecycle as it relates to customer adoption, ongoing nurturing, platform optimization, renewal, and identifying expansion across your book of business.

To help us achieve our goals, we are looking for a new team member who has experience working with SMB-level customers, loves customer-facing tasks, collaborative work, and a fast-paced environment. Our ideal candidate will also have experience working in the wholesale distribution industry.

At Prokeep, we are dedicated to ensuring our customers achieve their desired outcomes and maximize the value of our platform. As an SMB Customer Success Manager, you play a crucial role in guiding our distributors through their journey with our platform. Your goal is not only to retain customers but also to deliver an exceptional experience that drives successful ROI outcomes. We believe that customer success is about understanding our customers' needs and working collaboratively to ensure they experience the utmost value every step of the way. 

Your Mission

Prokeep SMB CSMs are the primary face of the company for our SMB sized customers after the initial sale and play a critical role in building customer relationships, driving adoption and value realization, expanding existing customer business, and ensuring a high level of retention. The SMB CSM plays a pivotal role in building and representing the Voice of the Customer (VOC) to drive impactful improvements in the product roadmap. Serve as the primary point of contact and trusted advisor for a portfolio of SMB-level accounts, understanding their unique business needs, objectives, and challenges.

• Develop and execute strategic success plans outlining key objectives, milestones, and success metrics aligned with the customer’s goals and our product capabilities.
• Proactively engage with your book of business to drive product adoption, usage, and value realization, providing guidance on best practices, workflows, and optimization strategies.
• Proactively monitor account health indicators, identify potential risks or areas of improvement, and take proactive measure