Senior Customer Success Manager
This position requires activities that are subject to US Export Control Laws and requires US Citizenship or Green Card Holder.
About the role
As a Sr. Customer Success Manager, you will own the relationship with a book of Paperless Parts customers, helping drive their adoption of features to maximize the value they receive from the platform, retain their business, and identify expansion opportunities. This is a full-time, hybrid role based in Boston, MA with up to 25% travel.
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.
Requirements
- 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.
- Proven track record of managing complex, high-value accounts, building trust with C-suite stakeholders, and resolving high-risk customer escalations.
- Skilled in identifying customer business goals and using data-driven outcomes to articulate ROI and justify contract renewals/expansions.
- Ability to quickly master complex, technical software and translate technical features into actionable customer workflows.
- 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.
Pay
Salary range: $105,674 – $143,000. This role is also eligible for commission-based compensation.
The job posting range reflects the lowest to highest salary we in good faith believe we would pay for this role at the time of posting. The final pay may vary based on relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.
Benefits
- 100% coverage of health, dental, and vision for you and your dependents.
- Unlimited PTO and 13+ paid holidays.
- Company-sponsored wellness stipend.
- Pre-tax Commuter and FSA/Dependent Care FSA.
- 401(k) plan.
- Employee recognition program.
About the Company
Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. From rockets to medical devices, we power the parts that move the world forward.
We value intentionality, persistence, and relationships. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up.
Our Boston headquarters is located downtown and easily accessible via most transit routes (Red/Blue/Orange/Green Line, South Station, North Station). The office features collaborative spaces, quiet focus areas, height-adjustable desks, and the latest Apple technology. Our Encinitas, CA office supports our West Coast sales team with an open floor plan, conference rooms, and easy access to downtown Encinitas and public transit.