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Customer Success Manager

Boston, MA

Paperless Parts provides the manufacturing industry with a SaaS platform that empowers the next generation of manufacturers to join the digital age. When manufacturers use our product, they free up valuable time for faster quoting and estimating, leading to increased profitability and reduced manual steps. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. It is our mission to enable manufacturers with the technology they need to drive innovation forward.

We are a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a Series B fast-scaling company that is revolutionizing an essential industry, read on and apply!

Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

Summary:

As a Customer Success Manager, you will be responsible for owning the relationship with a book of business of Paperless Parts customers, helping drive their adoption of Paperless Parts features in order to maximize the value they receive from the platform, in order to retain and expand their business.

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 25%.

Responsibilities:

  • Manage a book of business of ~100 Paperless Parts customers, with a mix of high-touch customers managed directly and low-touch customers managed at scale
  • Establish trusted advisor relationships with champions and executives, understanding their priority business objectives and how Paperless Parts helps them achieve these goals
  • Ensure your customers understand the full functionality of Paperless Parts are enabled to maximize the value they receive from the system
  • Understand why your customers partnered with Paperless Parts and measure success against these goals. Use performance against goals to measure ROI and regularly present ROI realization to the customer
  • Manage renewals and retention of your customers, measured by Gross and Net Revenue Retention
  • Identify where customers may benefit from additional Paperless Parts functionality or services, including additional software subscriptions or marketing solutions. Partner with Account Management to drive expansion
  • Serve as primary point of contact and escalation point in urgent situations. Quarterback escalation and drive to timely resolution
  • Regularly report to leadership the health of your customers, with a focus on at-risk customers and your plan to mitigate risk
  • Accurately forecast renewals, expansion, and churn within your book of business
  • Travel onsite to customers occasionally where an in-person visit will help achieve an important outcome

Requirements

  • Experience managing revenue retention and product adoption of 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 a place
  • Comfortable analyzing a business objective and implementing a strategy to help a customer leveraging software to achieve this goal
  • A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI
  • Experience managing revenue retention, renewals, and expansion. A track record of accurately forecasting expansion and churn.
  • 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.

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.

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/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.

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