Client Success Manager - Remote Manufacturing SaaS

ProShop ERP; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Competitive pay

Dynamic team

Remote work

Winter break

Job summary

ProShop ERP in the United States is seeking a Client Success Manager to own the ongoing client relationship, drive product adoption, and demonstrate measurable business value. You will help clients use ProShop deeply enough to improve throughput, on-time delivery, audit readiness, and reduce administrative costs.

You will need solid product knowledge and the ability to guide modules and workflows, and to train client teams.

Qualifications

• Must be based in the US or Canada.
• 3+ years in a client-facing role where hands‑on product expertise was central.
• Hands‑on manufacturing experience is strongly preferred: machine shop operations, manufacturing engineering, production planning or quality management (ISO 9001 / AS9100).
• 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.

Responsibilities

• Maintain working expertise across all ProShop ERP modules.
• Resolve at least 80% of inbound client product questions at first contact, without escalation.
• 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.

Skills

Client Success

Manufacturing experience

Data analysis

Executive communication

Cross-functional collaboration

Job description

ProShop ERP in the United States is seeking a Client Success Manager to own the ongoing client relationship, drive product adoption, and demonstrate measurable business value. You will help clients use ProShop deeply enough to improve throughput, on-time delivery, audit readiness, and reduce administrative costs.

You will need solid product knowledge and the ability to guide modules and workflows, and to train client teams.