Client Success Manager

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Manage ongoing relationships with assigned clients, engaging with executives, operations leadership, and front-line users.

• Establish consistent communication with clients and act as the main point of contact.

• Navigate complex multi-site and multi-stakeholder manufacturing organizations.

• Monitor client dissatisfaction, perceived value, and churn risk; address issues promptly.

• Hold clients accountable for commitments in their success plans, including challenging discussions.

• Oversee multiple clients at various stages of the customer lifecycle.

• Advocate for clients within the organization by utilizing usage data and client feedback during discussions with product and engineering teams.

• Maintain comprehensive expertise in all ProShop ERP modules.

• Resolve a minimum of 80% of incoming client product inquiries during the first contact without escalation.

• Develop measurable adoption plans that encompass modules, user groups, workflows, timelines, and business significance.

• Analyze usage data to pinpoint unused modules, stalled implementations, workarounds, and shadow processes.

• Provide product training, conduct workflow walkthroughs, and offer configuration guidance.

• Retrain client teams in the event of staff turnover.

• Recommend pertinent features and modules while promoting their adoption.

• Stay updated on product releases and communicate any relevant changes proactively.

• Create and maintain Success Plans that connect adoption milestones to business outcomes.

• Quantify and attribute client outcomes to specific capabilities of ProShop.

• Report results using the client’s business terminology.

• Conduct value-focused business reviews.

• Implement client-side change initiatives, including process redesign and gaining stakeholder buy-in.

⛳️ Requirements

• Candidates must be based in the United States or Canada; those in California and New York are not eligible.

• Minimum of 3 years in a client-facing role where hands-on product expertise was essential.

• Experience in Client Success, implementation, applications engineering, solutions consulting, technical account management, or senior technical support.

• Hands-on manufacturing experience is highly preferred, including machine shop operations, manufacturing engineering, production planning, or quality management.

• Familiarity with ISO 9001 / AS9100 is preferred.

• Experience with or administering an ERP system within a manufacturing context is preferred.

• Ability to quickly and thoroughly learn complex software.

• Must complete a practical, scenario-based product exercise during the interview process.

• Proven history of driving measurable product adoption and achieving business outcomes in a SaaS environment.

• Deep understanding of value drivers in recurring revenue business models.

• Genuine product expertise and eagerness to thoroughly learn complex software.

• Capability to teach workflows to machinists, quality managers, and business owners.

• Proficient in interpreting usage reports and translating patterns into actionable recommendations.

• Strong written and verbal communication skills.

• Outstanding problem-solving skills.

• Executive presence and credibility with technical audiences.

• Ability to collaborate across functions.

• Reliable internet connection suitable for video calls.

• Space available for confidential calls.

🏝️ Benefits

• Comprehensive health benefits, including medical, vision, and dental coverage.

• RRSP or 401(k) contribution matching up to a specified maximum.

• Generous paid time off policy.

• Competitive salary along with a benefits package.

• Opportunities for remote work.

• Access to the Bellingham, WA office.

• Annual winter break from December 25th to January 1st that does not affect vacation balance.