Customer Success Manager

Customer Success Manager

Proconex is the exclusive Emerson Impact Partner for Emerson Automation Solutions in the Mid-Atlantic region. We provide a full portfolio of Process Automation Control Systems, Valves and Control Devices, and related technologies and services to a range of customers—in the Life Sciences, Chemical, Power, Refining, Oil & Gas, Food & Beverage, Paper, Metals, and other industries, as well as commercial enterprises and campus facilities. With three strategically located offices, Proconex maintains a deep dedication to its 200+ employees, a sharp focus on safety and quality, and the drive to deliver.

Role Overview

As a Customer Success Manager (CSM), you will be the trusted advisor and advocate for our industrial manufacturing clients, ensuring they realize the full value of our software solutions. You will drive customer engagement, accelerate adoption, and foster long-term loyalty by aligning our platform's capabilities with the customer's operational goals. This role is ideal for someone who thrives at the intersection of technology, manufacturing, and relationship management.

Key Responsibilities

• Customer Onboarding & Enablement
• Lead the onboarding process for new customers, ensuring a smooth transition from sales to implementation.
• Deliver training and best practices to drive early adoption and value realization.
• Customer Engagement & Relationship Management
• Build strong, strategic relationships with key stakeholders across customer organizations and channel partner network.
• Serve as the voice of the customer internally, advocating for their needs and feedback.

Adoption & Value Realization

• Monitor product usage and proactively identify opportunities to increase adoption or expansion to additional products.
• Collaborate with customers to define success metrics and track progress toward business outcomes.
• Retention & Growth
• Drive customer retention through proactive engagement, issue resolution, and strategic planning.
• Identify upsell and cross-sell opportunities in partnership with Sales and Account Management.
• Issue Resolution & Support Escalation
• Act as a liaison between the customer and technical support teams to ensure timely resolution of issues.
• Provide insights and feedback to Product and Engineering teams to improve the customer experience.
• Data-Driven Insights
• Leverage analytics and customer health metrics to identify risks and opportunities.
• Prepare and deliver regular business reviews and success plans.

Qualifications

• Experience: 3–5 years in B2B software sales, preferably within process industries.
• Industry Knowledge: Familiarity with operational workflows in sectors such as oil & gas, chemicals, utilities, life sciences or general manufacturing.
• Sales Skills: Proven track record of meeting or exceeding sales targets.
• Communication: Strong verbal and written communication skills; ability to convey complex solutions clearly.
• Collaboration: Comfortable working cross-functionally with technical teams and SMEs.
• Tools: Proficiency with CRM platforms and sales enablement tools.

Preferred Qualifications

• Experience selling SaaS or enterprise software solutions is a plus.
• Technical aptitude or background in engineering or industrial systems.
• Existing network within process industries.

Proconex offers a standout culture, fantastic work environment, and has very competitive benefits to include premium medical, 401K match, tuition reimbursement, and other unique incentives.