[Hiring] Client Success Manager @ProShop ERP

Role Description

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.

• 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.

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).
• Demonstrated ability to learn complex software quickly and deeply.
• 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.

Requirements

• Genuine product depth, and the appetite for it.
• A teacher who can explain workflows to diverse audiences.
• Comfortable with data and capable of making specific recommendations.
• A strong communicator who can summarize impact effectively.
• Exceptional problem-solving abilities under pressure.
• Executive presence and credibility in technical discussions.
• A collaborator who works cross-functionally.

Benefits

• Comprehensive Health Benefits: Enjoy coverage with extended health benefits, including health, vision, and dental care.
• Generous Retirement Savings: We match your RRSP or 401(k) contribution up to a maximum.
• Paid Time Off: Ample paid time off for a balanced life.
• Competitive Compensation: Salary and benefits package that reflects your experience and skills.
• Dynamic & Supportive Team: Join a high-achieving, collaborative team that values innovation.
• Remote Work: Flexibility of remote work opportunities.
• Winter Break: We are closed from December 25th to January 1st annually.