Technical Customer Success Manager

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’re looking for a Customer Success Manager (Technical) to join our growing CS team at Proton. You’ll own a book of our most important and high-potential customers and serve as a true partner and trusted advisor—guiding them from onboarding through expansion.

You will be responsible for strategic customer relationships: managing renewals, building executive trust, identifying growth opportunities, and helping customers achieve measurable business value. At the same time, you'll be expected to develop enough technical fluency with our product—especially around data, workflows, and reporting—to confidently guide early troubleshooting steps, assess feasibility, and collaborate effectively with technical teams when needed.

This is not a handoff role—you’ll be expected to take full ownership of your accounts, lead cross-functional collaboration, and escalate when necessary.

We’re hiring someone in the Greater Boston area open to a hybrid schedule (3 days in-office/week). Travel expected: ~10+ times/year to visit customers.

What you’ll do: 

• Own strategic relationships: Become deeply embedded within your accounts—building trust from frontline users to C-suite executives. You’ll lead executive conversations, ensure alignment on goals, and be the primary point of contact across the lifecycle.
• Drive and demonstrate value: Understand each customer’s business model and strategic priorities. Clearly articulate how Proton’s CRM and Sales AI solutions create impact, and tailor value delivery accordingly.
• Develop and execute account plans: Build success strategies for each customer, aligning adoption and growth goals with measurable outcomes. Track progress, adjust when needed, and drive toward retention and expansion.
• Drive adoption and workflow integration: Ensure customers fully leverage Proton's capabilities by embedding best practices into their day-to-day sales processes. Help customers connect our product to their internal workflows.
• Identify and pursue expansion: Proactively uncover opportunities for upsell or cross-sell (<$50K) and collaborate with Sales to expand Proton’s footprint within your accounts.
• Triage technical needs independently: Learn how our platform works—especially around data, workflows, and reporting—so you can troubleshoot, answer early-stage technical questions, and determine feasibility before looping in Solutions or Support.
• Leverage Looker for insights and storytelling: Use Looker to explore data, identify trends, and surface insights that support your recommendations and value narrative with customers.
• Solve creatively, escalate thoughtfully: When blockers arise, you’ll roll up your sleeves to dig in—whether that means reading docs or understanding what the expected behavior should look like, you’ll own the outcome while collaborating cross-functionally.
• Be the voice of the customer: Advocate internally for your accounts—ensuring their goals, blockers, and feedback are heard by Product, Engineering, and Leadership.
• 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:

• Strategic and customer-focused—you care deeply about understanding a customer’s business, aligning solutions, and making value visible.
• Confident and comfortable with product mechanics—you don’t need to be an engineer, but you’re happy learning technical workflows, asking smart questions, and troubleshooting in Looker before escalating.
• Curious and proactive—you seek context, follow threads, and don’t wait to be told what’s broken. You action customer needs and support with follow up in a timely manner, ensuring nothing falls through the cracks.
• Accountable—you own your book, your results, and your process. You follow through and follow up until outcomes are achieved.
• Collaborative—you work well with Sales, Product, Marketing, and Support and contribute to a positive, team-oriented CS culture.
• A strong communicator—clear, structured, and confident, from Slack to the C-suite.

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
• 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

Proton.ai participates in the E-Verify program: Notice of E-Verify Participation, Right to Work