Senior Customer Success Manager
About the role
As a Sr. Customer Success Manager, you will own the relationship with a book of Paperless Parts customers, driving their adoption of platform features to maximize value, retain business, and identify expansion opportunities. This full-time, hybrid role is based in Boston, MA and requires on-site presence. Travel up to 25% is required. This position is subject to US Export Control Laws and requires US Citizenship or Green Card Holder status.
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 range reflects the lowest to highest salary we in good faith believe we would pay for this role at the time of posting. Actual 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.
- 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. Our culture values intentionality, persistence, and relationships. As a fast-growing company, we continually improve what we’ve built while still building from the ground up.
Work Environment
Our Boston headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station). The office is designed for collaboration and focus, featuring height-adjustable desks, additional monitors, 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.