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Senior Customer Success Manager

Cambridge, Massachusetts

About Us:

The wholesale distribution industry is ready for a revolution, and Proton is leading the charge. The world relies on distributors to sell nearly every physical product, but despite its massive contribution to the global economy, this industry has been left behind in terms of technology. Proton is changing that. With AI-powered sales software, we’re breaking through the complexity of selling millions of products and making it easier for distributors to anticipate customer needs. Our mission is to bring the distribution industry into the modern age and the results speak for themselves. Distributors using Proton see 10x ROI, faster new hire ramp-up, and happier sales teams.

In 2022, we raised a $20M Series A backed by Felicis Ventures (investors in Twitch, Shopify, Opendoor, and many others) and Battery Ventures. This year, we’re laser-focused on driving customer growth. If you’re excited about the opportunity to wear multiple hats, and continuously learn and experiment, now’s the time to join the Proton team.

The role:

We are looking for a Senior Customer Success Manager to work with our customers who have adopted Proton’s AI-powered CRM. You will be an important member of Proton's Customer Success team, helping us shape the strategy of how we engage with and provide value to our customers. As the face and voice of Proton, you will build credibility as an advisor and connector, ensuring customers continue getting value from their investment. 

We are looking to hire someone in the greater Boston area who is open to a hybrid schedule. Expected travel: 10+ times per year to visit customer accounts.

What you’ll do: 

  • Develop relationships: Become multi-threaded within accounts, ensuring each level, from user to CEO, understands the benefits and results of using Proton. Be the main point of contact for customers for ongoing questions and engagement.
  • Maximize customer value: Serve as a trusted advisor, understanding the customer’s business, strategy, and goals, and articulating how our product fits into their broader ecosystem. Work to ensure that customers realize the full value of our offerings.
  • Execute strategic account plans: Develop and implement comprehensive account plans tailored to the unique needs and goals of each customer, ensuring alignment with their business strategy and driving mutual success.
  • Drive adoption: Ensure customers are fully leveraging our product's capabilities to meet their business objectives. You'll develop and execute strategies to increase product adoption and engagement within each account.
  • Identify cross-sell and upsell opportunities: Proactively seek opportunities to expand Proton’s footprint within customer organizations by identifying and executing on cross-sell and upsell opportunities. Work closely with customers to understand their needs and recommend additional solutions that can drive further value.
  • Provide best practices: Learn our product to be able to understand how it fits into the customer workflow and the value it can create.
  • Serve as the customer’s advocate: Act as the voice of the customer within our organization, collaborating with internal teams such as product, sales, and support to ensure customer needs are addressed and feedback is incorporated into our offerings.

You'll be a great fit for this role if you have:

  • Relationship Management: Proven ability to build and maintain strong, trust-based relationships with customers, from end-users to C-level executives.
  • Strategic Thinking: Ability to understand customer business objectives and align our solutions to meet their needs, ensuring long-term success and growth.
  • Ownership: When something falls under your responsibility, you see it through to completion.
  • Software problem solving skills: You understand how software products work, well enough to dive in with customers to help them solve their technical challenges.
  • B2B experience: You have worked with business customers to help drive user adoption and showcase outcomes to customer executives

Required experience:

  • 5+ years experience in a Customer Success role, preferably in an enterprise software environment
  • Proven track record of managing and growing complex customer relationships
  • Ability to think strategically while managing day-to-day account activities
  • Excellent communication and relationship-building skills
  • Experience at an early-stage startup strongly preferred

 

Benefits

  • Competitive Salaries + Company Stock Options - we want to pay you well (and equitably!) and make you feel like an owner.  
  • Unlimited PTO + 10 Company Paid Holidays - we even have tools implemented to detect burnout to make sure folks recharge regularly.
  • 401k with Employer Contribution (US only, for now!) - we know work isn’t forever, so we contribute up to 3% of your salary to help you prepare whether you directly contribute or not.
  • Medical, Dental, and Vision Insurance - we cover one medical plan 100% in the USA and cover a premium plan 100% for international employees (for US- this includes a HSA!) and cover 50% for dependents on all our medical plan options.
  • 12 Weeks Fully Paid Parental Leave - that goes for primary and secondary caregivers; even if you’re adopting or fostering!
  • Biannual Company Paid Off-sites - time for us to be together, brainstorm, and make magic happen.

 

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