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:

As a Customer Success Manager, you will own relationships across a portfolio of mid-market Proton customers and serve as a trusted advisor to both day-to-day users and key decision-makers. This role is ideal for someone who is organized, confident, and excited to grow, balancing tactical execution with strategic conversations that help customers get the most out of Proton as their CRM.

You’ll help customers understand the value of Proton, communicate best practices clearly, and support adoption across sales teams. While you will engage executives when appropriate, much of your work will focus on building strong operational relationships, creating structure, and ensuring that customers feel supported, aligned, and excited about their progress with Proton.

This role is not a handoff or reactive support role—you’ll take ownership of your accounts from onboarding and training through renewal, ensuring customers stay engaged, drive adoption, and recognize the impact Proton has on their business. You’ll collaborate closely with internal teams, escalate thoughtfully when needed, and bring a proactive, problem-solving mindset to help customers move through challenges with clarity and confidence.

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: 

  • Communicate Proton’s value clearly and effectively- tailoring messaging for different audiences, from frontline users to executives
  • Ensure customers understand and adopt Proton’s CRM and Sales AI features by embedding best practices into their workflows and coaching teams on habits that drive consistent, long-term value
  • Maintain highly organized account plans, follow-ups, success metrics, and documentation to ensure nothing slips through the cracks
  • Develop strong relationships across customer stakeholders and engage executives when appropriate to ensure alignment on goals, progress, and long-term value
  • Collaborate with Product, Engineering, and Sales to resolve challenges, advocate for customer needs, and deliver a seamless customer experience
  • Bring curiosity, ownership, and a growth mindset to every interaction, always looking for ways to improve customer outcomes and strengthen your skills
  • Support renewal and retention efforts by monitoring account health, identifying risks early, and partnering internally to ensure customers remain successful and engaged
  • Take full ownership of customer success outcomes, proactively triaging challenges, and providing solutions before escalating. Balance technical understanding with strategic direction
  • When blockers arise, you’ll roll up your sleeves with confidence, and own the outcome while collaborating cross-functionally
  • 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 customers’ businesses, aligning Proton’s solutions to their goals, and making value visible in every interaction
  • Confident & Clear in Your Communication- You’re comfortable engaging executives when appropriate and can deliver recommendations in a way that is polished, thoughtful, and grounded in what will drive customer success
  • Curious and Proactive-  You seek context, ask good questions, and follow threads. You stay organized, follow up consistently, and ensure nothing falls through the cracks
  • Organized & Detail-Oriented-  You thrive with structure, maintain clear documentation and account plans, and juggle multiple customer priorities with confidenceAccountable- You take ownership of your accounts and outcomes, and you follow through with resilience and professionalism when challenges arise
  • Collaborative -  You work well with Sales, Product, Engineering, and Support, and you contribute to a positive, team-oriented CS culture
  • Excited to Learn & Grow-  You bring a growth mindset to your work, actively developing your skills as a CSM and staying eager to deepen your product, industry, and strategic knowledge
  • Grit & Follow-Through-  When challenges arise, you stay focused, ask the right questions, and work persistently toward a solution. You take pride in seeing things through.

Required experience:

  • 1-2+ years in a Customer Success, Account Management, Project Management or similar customer-facing role in SaaS or enterprise software
  • Experience managing customer relationships and driving adoption, with exposure to stakeholders at different levels (frontline users, managers, and occasional executives)
  • Ability to think strategically while managing day-to-day execution across multiple customer accounts
  • Excellent communication and relationship-building skills, you can adapt your message clearly and confidently based on your audience
  • Experience in or enthusiasm for working in a fast-paced, evolving environment such as an early-stage startup
  • Comfort using data to guide recommendations; experience with tools like Mixpanel, Looker, or similar analytics tools is a plus

 

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