Prokeep
SaaS
VicePresident,CustomerSuccess
“Vice President, Customer Success at Prokeep. Skills: Customer Success leadership, scaling CS teams, driving adoption of Order Engine, revenue and retention management, team building and leadership, cross-functional leadership. Own the full post-sale customer journey. Drive adoption of Order Engine with Order Automation across the customer base”
What You'll Achieve.
Net Revenue Retention (NRR) above 120%; Protect Gross Revenue Retention (GRR); Maintain best in class churn metrics; Drive adoption of Order Engine; Scale cost-effectively; Ensure customer experience is consistent, predictable, and measurable; Give the team capacity for higher-value customer work; Drive clarity and performance across all teams
Industry & Context.
tackling complex challenges; creative problem-solving
What They're Looking For.
Must Have
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, 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
Nice to Have
HubSpot and Planhat experience a plus
What You'll Do.
Own the full post-sale customer journey
Drive adoption of Order Engine with Order Automation across the customer base
Build scalable systems and team infrastructure
Protect and expand revenue
Shape how customers experience Prokeep
Champion the 'Own the Front of House' mission
Drive Net Revenue Retention (NRR)
Protect Gross Revenue Retention (GRR)
Identify churn risks early
Partner with Account Management on renewals and commercial accounts
Maintain best in class churn metrics
Develop and execute the change management playbook
Train and equip the CS team to act as workflow consultants
Define and relentlessly track KPIs focused on order engine usage
Ensure customer feedback reaches Product in a structured
Build a tiered success model
Standardize onboarding
Leverage the CS tech stack to build early warning systems for churn and surface expansion opportunities
Identify and automate high-frequency
lower-complexity workflows
implementation specialists and technical account representatives
Align tightly with Sales on commercial strategy
expansion opportunities
Partner with Product on roadmap prioritization
Collaborate with Marketing on customer advocacy programs
and customer-facing content
How You'll Work.
Team & Collaboration
Partner with SVP of Sales; Partner with Account Management team; Align tightly with Sales (new logo and existing); Partner with Product; Collaborate with Marketing
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