Vice President, Customer Success

About the role

Prokeep is an Order Engine on a mission to empower distributors to win by turning every customer interaction into an order opportunity. Trusted by 8,500+ distributor locations 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. Built for the $100+ billion distribution market, Prokeep eliminates missed opportunities caused by busy phone lines, scattered customer data, and passive sales habits. By centralizing communication and enabling proactive outreach, we help teams take more orders from any channel and get more orders by driving demand-fueling growth, stronger relationships, and greater impact 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 order 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! Your Mission 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.

Responsibilities

• 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

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