Client Success Manager

The posting, as Proshop wrote it

The ProShop Mission Statement: We empower manufacturers with software grounded in deep industry insight to unlock the full potential of their business and strengthen the communities they serve.

Our Core Values: Win Together, Lead with Care, Embrace the Pace and Say It, Do It

ProShop ERP is the system of execution built exclusively for precision machine shops. Trusted by more than 700 manufacturers across aerospace, defense, medical, and energy, ProShop helps shops capture institutional knowledge, uphold compliance on the floor, and run more predictably — without depending on who happens to be there. Learn more at www.proshoperp.com

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 relati

[…]
, 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.