Senior Customer Success Manager

Job description

Paperless Parts is the SaaS-based intelligence layer for modern manufacturing, enabling our customers to innovate faster in the physical world. From rockets to medical devices, we power the parts that move the world forward. *This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.* **Summary:** As a Sr. 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 portfolio of strategic customer relationships by acting as a trusted advisor to key stakeholders and aligning Paperless Parts with their business priorities. - Develop and execute customer success strategies that drive product adoption, demonstrate ROI, and maximize customer value. - Own retention and renewal outcomes, proactively identifying risk and leading complex customer situations and escalations through resolution. - Identify expansion opportunities across additional functionality, services, workflows, or sites, partnering with Account Management to drive growth. - Accurately forecast and document status for renewals, expansion, and churn, clearly communicating risks, drivers, and mitigation plans to leadership. - Serve as a resource and escalation point for other CSMs, providing guidance on complex customer situations while championing continuous improvement through shared best practices, optimized workflows, and scalable solutions across the Customer Success organization. - Foster collaboration across Customer Success, Sales, Product, Support, and other cross-functional teams to drive strategic initiatives and improve customer outcomes. **Qualifications:** **Minimum Requirements** - **Relevant Experience:** 5+ years in a customer-facing B2B SaaS role (e.g., Customer Success, Technical Account Management) with direct ownership over account retention, renewals, and expansion. - **Executive Presence & Escalation Management:** Proven track record of managing complex, high-value accounts, building trust with C-suite stakeholders, and resolving high-risk customer escalations. - **Value & ROI Messaging:** Skilled in identifying customer business goals and using data-driven outcomes to articulate ROI and justify contract renewals/expansions. - **Technical Aptitude:** Ability to quickly master complex, technical software and translate technical features into actionable customer workflows. - **Cross-Functional Collaboration & Leadership:** Demonstrated ability to mentor team members, optimize internal processes, and partner across Sales, Product, and Support. **Preferred Qualifications** - Experience in manufacturing, ideally custom part or contract manufacturing; knowledge of CNC machining, sheet metal fabrication, additive manufacturing, or related processes is a plus. Salary range: $105,674 - $143,000 This role is also eligible for commission based compensation The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs. **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 - Pre-tax Commuter and FSA/Dependent Care FSA - 401(k) plan - Employee recognition program *Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.* *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.*