New

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 an Enterprise Customer Success Manager to work with our customers who have adopted Proton’s AI-powered CRM. We’re looking for a driven, curious, and strategic Enterprise Customer Success Manager to join our growing CS team at Proton. In this role, you’ll own a book of some of our most important and high-potential customers, serving as a true partner and trusted advisor from onboarding through expansion.

As the valued member of the CSM team, you’ll help customers unlock measurable business value by combining deep product knowledge, strategic thinking, a passion for solving real-world problems, and a willingness to learn the technical basics needed to collaborate effectively with internal teams to move quickly toward solutions. This role is ideal for someone who thrives in complexity, takes ownership end-to-end, and is excited to make a meaningful impact across customer relationships, internal teams, and our company’s growth.

We’re looking to hire someone in the greater Boston area who is open to a hybrid schedule (3 days a week in office). Travel expected: ~10+ times per year to visit customers.

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.
  • Unblock creatively: When customers face challenges, you roll up your sleeves to solve problems—collaborating cross-functionally and staying resourceful until there’s a path forward.
  • 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.
  • Contribute to our CS evolution: Bring ideas to improve our playbooks, tools, and ways of working. We’re still building—and your input matters.

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

  • Driven by impact—you take pride in delivering real results and going the extra mile for your customers.
  • Curious by nature—you ask thoughtful questions, seek to understand how things work (both in our product and our customers’ businesses), and aren’t afraid to dig into documentation, dashboards, or team chats to find answers. You love learning, connecting dots, and uncovering insights that help you and your customers succeed.
  • Someone who takes ownership seriously—you follow through, follow up, and aren’t afraid to take initiative to deliver internal or customer facing results 
  • B2B experience: You have worked with business customers to help drive user adoption and showcase outcomes to customer executives
  • CRM experience: You’re familiar with CRM systems, and how to help customers succeed with them.

Required experience:

  • 5+ years experience in a Customer Success role, preferably in an enterprise software environment
  • Proven success managing complex, multi-stakeholder relationships—including executive alignment, adoption planning, and expansion
  • Ability to think strategically while managing day-to-day account activities
  • Excellent communication and relationship building skills—you can adapt your message from frontline users to C-suite executive
  • Experience at an early-stage startup strongly preferred
  • Bonus: Experience in using tools like Mixpanel and Looker or enjoy using data to guide decisions and conversations

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!
    • Company Paid off-sites - time for us to be together, brainstorm, and make magic happen

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