Client Success Manager

ProShop ERP

14d • Remote

About The Position

The Client Success Manager owns ongoing relationships with assigned clients and uses those relationships to drive ProShop product adoption and measurable business value. The role supports clients in achieving outcomes such as higher throughput, better on-time delivery, cleaner quality records, lower administrative costs, and data-driven operations. The CSM builds credibility with executives and front-line staff, navigates multi-site manufacturing organizations, and holds clients accountable to commitments in their success plans.

The position requires working expertise across all ProShop ERP modules. The CSM answers most client product questions directly, recommends suitable modules, configurations, and workflows, delivers training and enablement, and diagnoses whether issues stem from workflow gaps, configuration, training, or product defects. They use client usage data to identify stalled adoption, workarounds, and business risks, and translate product capabilities into outcomes meaningful to clients.

The CSM develops and maintains measurable adoption plans and Success Plans, monitors progress and churn risk, quantifies client results, and leads business reviews focused on value and next outcomes. The role also involves implementing change initiatives in client environments and providing evidence-based client insight to internal product and engineering discussions. The position is remote, and candidates must be located in the United States; California and New York candidates are excluded. Candidates may also be based in Canada according to the qualifications section.

Requirements

• At least 3 years in a client-facing role where hands-on product expertise was central, such as Client Success, implementation, applications engineering, solutions consulting, technical account management, or senior technical support.
• Based in the United States or Canada; the posting also states that candidates in California and New York cannot be pursued.
• Demonstrated ability to learn complex software quickly and deeply; candidates should expect a practical, scenario-based product exercise during the interview process.
• Established track record of driving measurable product adoption and business outcomes in a SaaS environment.
• Deep understanding of value drivers in recurring-revenue business models.
• Ability and willingness to develop genuine, in-depth product expertise and independently investigate product questions.
• Ability to teach the same workflow effectively to audiences including machinists, quality managers, and business owners.
• Comfort using data and usage reports to identify adoption patterns and develop specific recommendations.
• Strong communication skills, including communicating strategic impact and technical detail and clearly summarizing outcomes.
• Exceptional problem-solving skills, including working under pressure in complex, low-visibility situations to identify root causes and propose resolutions.
• Executive presence and credibility with skeptical, technical audiences.
• Ability to collaborate cross-functionally to align outcomes for ProShop and its clients.
• Prolonged periods of sitting at a desk and working on a computer.
• Access to reliable internet capable of supporting video calls and a space for confidential calls.

Nice To Haves

• Hands-on manufacturing experience, such as machine shop operations, manufacturing engineering, production planning, or quality management.
• Experience with ISO 9001 or AS9100 quality management.
• Experience using or administering an ERP within a manufacturing business.

Responsibilities

• Own ongoing relationships with assigned clients across executives, operations leadership, and front-line users; establish a regular cadence and serve as the primary contact.
• Navigate multi-site and multi-stakeholder organizations, identifying decision-makers and people affected by workflows.
• Monitor for dissatisfaction or lack of perceived value and act to resolve issues; identify and mitigate churn risk, particularly by diagnosing adoption problems.
• Hold clients accountable to success-plan commitments, including through difficult conversations.
• Manage multiple clients at different stages of the customer lifecycle.
• Represent client interests internally and bring evidence-based insights from usage data and client conversations to product and engineering discussions.
• Maintain working expertise across all ProShop ERP modules.
• Resolve at least 80% of inbound client product questions at first contact without escalation; escalate suspected defects, code-level issues, and custom development requests as appropriate.
• Create a specific, measurable adoption plan for each client, covering modules, user groups, workflows, timelines, and business rationale.
• Continuously monitor product usage data to identify unused modules, stalled rollouts, workarounds, and shadow processes, and recommend concrete interventions.
• Deliver product training, workflow walkthroughs, and configuration guidance directly to client teams; provide retraining when staff turn over.
• Recommend relevant features and modules and make the case for their adoption based on each client's stage, goals, and constraints.
• Stay current on releases, understand which clients are affected, and proactively communicate relevant changes.
• Develop and maintain a Success Plan for each client that connects adoption milestones to defined business outcomes throughout the customer journey.
• Quantify client results, attribute them to specific ProShop capabilities, and report outcomes in terms relevant to the client.
• Lead business reviews focused on value delivered and adoption work needed to achieve further outcomes.
• Implement change initiatives in client environments, including process redesign and stakeholder buy-in.
• Teach client teams at all organizational levels, from shop floor operators to owners.
• Demonstrate ProShop modules live and resolve workflow, configuration, and training issues directly when possible.

Benefits

• Extended health benefits, including health, vision, and dental care.
• RRSP or 401(k) contribution match up to a maximum.
• Paid time off.
• Salary and benefits package described as competitive and reflective of experience and skills.
• Remote work opportunities; employees are welcome to use the Bellingham, Washington office.
• Annual winter break from December 25 to January 1 without using vacation balance.
• Collaborative team that supports growth and celebrates success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed