Client Success Manager

Department: Client Success

Reports to: VP of Customer Experience

Job Location: The candidate must be located in the United States. We are unable to pursue candidates in the following states: California and New York (US)

Employment Type: full-time/salaried

Job Summary

The Client Success Manager owns the ongoing client relationship and uses it to drive product adoption and measurable business value. The relationship is the foundation of the role - but it exists to produce a result: clients who use ProShop deeply enough and well enough to get what they bought it for, including higher throughput, better on-time delivery, cleaner quality records, lower administrative cost, and a business that runs on data instead of tribal knowledge.

Driving that adoption requires solid product understanding. A CSM who can only route questions elsewhere cannot guide a client through adoption, and the relationship stalls at goodwill. CSMs are therefore expected to know ProShop well enough to answer the large majority of client questions themselves, to recommend the specific modules, configurations and workflows that fit a client’s situation, and to teach client teams how to use them. Escalating to other teams is an exception, not a method.

As such, they must be able to:

• Build genuine credibility and trust with both executives and front-line staff, and navigate multi-site manufacturing organizations
• Hold clients accountable to the adoption commitments in their success plan, including when that means a difficult conversation
• Recognize adoption and value risk early, and resolve it long before it becomes a renewal conversation
• Work fluently across all ProShop modules and demonstrate them live
• Diagnose whether a client problem is a workflow gap, a configuration issue, a training gap or a genuine product defect - and resolve the first three themselves
• Read a client’s usage data to find where adoption has stalled, what is being worked around, and what that is costing the business
• Deliver training and enablement for every level of a client organization, from shop floor operators to owners
• Translate product capability into the client’s language - throughput, scrap, quote turnaround, on-time delivery, audit readiness, margin

Essential Duties:

• Building and maintaining client relationships
• • Own the ongoing relationship with each assigned client across executives, operations leadership and front-line users. Establish a regular cadence and be the person they call first.
  • Navigate multi-site and multi-stakeholder organizations, understanding who owns which decision and who is affected by which workflow.
  • Monitor continuously for signs of dissatisfaction or lack of perceived value, and act swiftly and specifically to resolve them.
  • Track accounts for churn risk and act quickly to eliminate it. In most cases, risk is an adoption problem before it is a relationship problem - diagnose it that way.
  • Hold clients accountable to the commitments in their success plan, including when that requires a difficult conversation.
  • Simultaneously manage many clients at different points in the customer lifecycle.
  • Function as the client advocate internally, feeding evidence-based insight from usage data and client conversations into product and engineering discussions.
• Driving adoption

The duties below assume genuine product expertise. None of them can be delivered by a CSM who routes product questions to other teams.

• • Maintain working expertise across all ProShop ERP modules.
  • Resolve at least 80% of inbound client product questions at first contact, without escalation. Escalation is appropriate for suspected defects, code-level issues and custom development requests - not for questions about how the product works.
  • Own a specific, measurable adoption plan for each client: which modules, which user groups, which workflows, by when - and why each one matters to that client’s business.
  • Monitor product usage data continuously. Identify unused modules, stalled rollouts, workarounds and shadow processes, and intervene with concrete recommendations rather than general check-ins.
  • Deliver product training, workflow walkthroughs and configuration guidance directly to client teams. Re-train when staff turn over.
  • Proactively recommend the features and modules most relevant to each client’s stage, goals and constraints, and make the case for adopting them.
  • Stay current on every release. Understand what changed, which clients it affects, and proactively bring it to them.

• Delivering and proving value
• • Develop and maintain a Success Plan for each client that ties adoption milestones to defined business outcomes, and keep it live over the full customer journey.
  • Quantify the results clients achieve and be able to attribute them to specific ProShop capability. Report those outcomes back to the client in their own terms.
  • Run business reviews that lead with value delivered and the adoption work required to reach the next outcome - not with support ticket counts and relationship updates.
  • Implement change initiatives inside the client environment when new outcomes are targeted, including process redesign and stakeholder buy-in.

Required Qualifications:

• Must be based in the US or Canada.
• 3+ years in a client-facing role where hands-on product expertise was central - Client Success, implementation, applications engineering, solutions consulting, technical account management or senior technical support.
• Hands-on manufacturing experience is strongly preferred: machine shop operations, manufacturing engineering, production planning or quality management (ISO 9001 / AS9100). Candidates who have used or administered an ERP inside a manufacturing business are of particular interest.
• Demonstrated ability to learn complex software quickly and deeply. Candidates should expect a practical, scenario-based product exercise as part of 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.

Knowledge, Skills, & Abilities:

• Genuine product depth, and the appetite for it - you enjoy learning complex software properly, and you would rather spend an hour in the sandbox working out the right answer than forward the question to someone else
• A teacher - you can explain the same workflow to a machinist, a quality manager and an owner, and have all three walk away knowing what to do next
• Comfortable with data - you read usage reports on your own initiative, spot the pattern behind a stalled rollout, and turn it into a specific recommendation
• A strong communicator - you can go both high (the “so what”) and low (the detail) with internal and external stakeholders, and clearly summarize impact
• Exceptional problem solving abilities - you work well under pressure and in high-complexity, low-visibility situations to find root causes and propose resolutions
• Executive presence and credibility - you are comfortable being the subject matter expert in the room, and can hold that position with a skeptical, technical audience
• A collaborator at heart - you work cross-functionally to align outcomes for both ProShop and your clients

Working Conditions:

• Prolonged periods of sitting at a desk and working on a computer.
• Must have access to reliable internet that can handle video calls and space to have confidential calls. 

Salary Range

This compensation range takes into account a wide range of factors that are considered in making compensation decisions including but not limited to geographic locations, job family, job-related skills, experience and relevant training or education, business and organizational needs.

Why You'll Love Working at ProShop

• Comprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care. Your well-being is our top priority!
• Generous Retirement Savings: We match your RRSP or 401(k) contribution up to a maximum, helping you build a secure financial future.
• Paid Time Off: Recharge with ample paid time off, because we believe a balanced life is a successful life.
• Competitive Compensation: Receive a salary and benefits package that reflects your experience and skills, recognizing and rewarding your value to our team.
• Dynamic & Supportive Team: Join a high-achieving, collaborative team that values invocation, supports growth, and celebrates success together.
• Remote Work: Enjoy the flexibility of remote work opportunities, while staying connected with our team. You are welcome to our Bellingham, WA office as much as you’d like.
• Winter Break: We are closed from December 25th to January 1st annually, allowing our team to enjoy the festive season with their loved ones without affecting their vacation balance.

We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, or disability status.