Client Success Manager

🔥 20 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

☕ Washington – Remote

☕ Washington – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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ProShop ERP

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🏭 Manufacturing

☁️ SaaS

🔒 Cybersecurity

Manufacturing • SaaS • Cybersecurity

ProShop ERP is a comprehensive software solution tailored for machine shops, aimed at enhancing operational efficiency and productivity. It focuses on optimizing manufacturing processes, offering features like estimating, work order management, inventory control, and integrated quality management systems. By automating various aspects of shop management, ProShop ERP helps businesses streamline their operations, reduce costs, and achieve significant labor savings. With capabilities that include cyber security compliance and real-time scheduling updates, it positions itself as an essential tool for modern manufacturing.

📋 Description

• Own ongoing relationships with assigned clients across executives, operations leadership, and front-line users • Establish regular client communication and serve as the primary contact • Navigate multi-site and multi-stakeholder manufacturing organizations • Monitor dissatisfaction, lack of perceived value, and churn risk; act quickly to resolve issues • Hold clients accountable to success-plan commitments, including difficult conversations • Manage multiple clients across different stages of the customer lifecycle • Advocate for clients internally using usage data and client feedback in 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 • Create measurable adoption plans covering modules, user groups, workflows, timelines, and business relevance • Monitor usage data to identify unused modules, stalled rollouts, workarounds, and shadow processes • Deliver product training, workflow walkthroughs, and configuration guidance • Retrain client teams when staff turnover occurs • Recommend relevant features and modules and advocate for their adoption • Stay current on product releases and proactively communicate relevant changes • Develop and maintain Success Plans linking adoption milestones to business outcomes • Quantify and attribute client results to specific ProShop capabilities • Report outcomes in the client’s business terms • Run value-focused business reviews • Implement client-side change initiatives, including process redesign and stakeholder buy-in

🎯 Requirements

• Must be based in the United States or Canada; candidates in California and New York are not eligible • 3+ years in a client-facing role where hands-on product expertise was central • Experience in Client Success, implementation, applications engineering, solutions consulting, technical account management, or senior technical support • Hands-on manufacturing experience strongly preferred, including machine shop operations, manufacturing engineering, production planning, or quality management • Experience with ISO 9001 / AS9100 preferred • Experience using or administering an ERP inside a manufacturing business preferred • Ability to learn complex software quickly and deeply • Must complete a practical, scenario-based product exercise during the interview process • Track record of driving measurable product adoption and business outcomes in a SaaS environment • Deep understanding of value drivers in recurring revenue business models • Genuine product depth and willingness to learn complex software thoroughly • Ability to teach workflows to machinists, quality managers, and owners • Comfort reading usage reports and turning patterns into recommendations • Strong written and verbal communication skills • Exceptional problem-solving abilities • Executive presence and credibility with technical audiences • Ability to collaborate cross-functionally • Reliable internet capable of handling video calls • Space for confidential calls

🏖️ Benefits

• Extended health benefits, including health, vision, and dental care • RRSP or 401(k) contribution matching up to a maximum • Ample paid time off • Competitive salary and benefits package • Remote work opportunities • Access to the Bellingham, WA office • Annual winter break from December 25th to January 1st without affecting vacation balance

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