Similar Jobs
Summary:
As a Strategic Customer Success Manager, you will be responsible for partnering with our strategic enterprise customers to ensure strong adoption, performance against business objectives, and retention.
This is a full time position based in Boston, MA and requires on-site presence, with a hybrid schedule as needed. Travel is required for this role up to 50%.
Responsibilities:
- Manage up to 20-40 of Paperless Part’s largest, strategic enterprise customers, representing up to 15% of our recurring revenue
- Develop a strong understanding of the org chart of strategic customers and intentionally build relationships with key stakeholders, with a specific focus on executive engagement
- Understand ROI model of Paperless Parts for strategic customers, regularly measure actual ROI relative to the customer's business objectives and present to customer leadership
- Build long-term success plans that tie to customer business objectives alongside the customer, and own the internal success of driving to this plan
- Travel onsite to each customer multiple times per year, conducting business reviews and ad hoc meetings as needed
- Program manage phased rollouts of Paperless Parts to multiple facilities, over multiple projects. Responsible for success of customer throughout the customer journey.
- Serve as escalation contact for strategic customers, ensuring they receive best-in-class service from Customer Experience teams
- Develop deep knowledge on the Paperless Parts product and the manufacturing industry to act as a business partner and technical advisor to our customers.
- Identify areas of expansion within book of business
- Manage and forecast retention, renewals, and expansion of strategic customers.
- Regularly report to Paperless Parts leadership feedback and insights on strategic customer base, including account health, industry trends, and other insights that might influence our strategy.
Requirements
- Experience managing revenue retention, product adoption, and expansion of enterprise customers in a technical customer success or technical account management role
- A background in manufacturing, ideally in custom part or contract manufacturing. An understanding of Sheet Metal Fabrication, CNC Machining, Additive, and other manufacturing processes
- Proven ability to build and maintain strategic relationships with executives at enterprise customers
- A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI
- A proven ability to learn a software product in-depth in order to coach customers on workflows to maximize adoption and value
Paperless Parts Life
Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up.
Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.
Benefits: We value you and your family. With this in mind, full-time employees are provided:
- 100% coverage of health, dental, and vision for you and your dependents
- Competitive compensation philosophy
- Unlimited PTO
- 13+ paid holidays
- Hybrid work model
- Company-sponsored wellness stipend/free gym membership
- Pre-tax Commuter and FSA/Dependent Care FSA
- 401(k) plan
- Employee recognition program
Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Paperless Parts Life
Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up.
Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity.
Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).
Encinitas Office: Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.
Benefits: We value you and your family. With this in mind, full-time employees are provided:
100% coverage of health, dental, and vision for you and your dependent
Competitive compensation philosophy
Unlimited PTO
13+ paid holidays
Company-sponsored wellness stipend
Pre-tax Commuter and FSA/Dependent Care FSA
401(k) plan
Employee recognition program
Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.
Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Paperless Parts, Inc. Boston, Massachusetts, USA Office
Our headquarters is located in downtown Boston, MA, across the street from Faneuil Hall and easily accessible to most transit routes (Red/Blue/Orange/Green Line) or a 10-minute walk from both South and North Station.
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
