Strategic Customer Success Manager

Responsibilities

• Own a portfolio of 20–40 of Paperless Parts’ largest enterprise customers (up to 15% of recurring revenue), with accountability for retention, expansion, and long-term success
• Build and maintain multi-threaded relationships across customer organizations, from executive leadership to site-level operators, ensuring alignment between corporate strategy and local execution
• Develop and lead strategic success plans tied to customer business objectives, driving internal cross-functional alignment to deliver measurable outcomes
• Establish and communicate ROI frameworks, regularly measuring performance against objectives and presenting insights to executive stakeholders
• Lead enterprise-wide, multi-site rollouts, program managing phased implementations to drive consistent adoption and results across locations
• Conduct on-site and virtual business reviews, translating data into actionable insights and aligning on priorities with both corporate and operational teams
• Serve as the primary escalation point and trusted advisor, combining deep platform and industry expertise to guide customers and ensure best-in-class outcomes
• Own renewals, retention forecasting, and expansion strategy, while providing structured feedback to Paperless Parts leadership on account health, customer outcomes, and market trends to inform product and company strategy

Requirements

• 7+ years of experience in manufacturing, manufacturing software, or a senior-level Customer Success / Technical Account Management role supporting complex enterprise customers
• Proven success owning enterprise accounts, with accountability for retention, expansion, and driving measurable business outcomes (ROI)
• Ability to build and influence multi-threaded customer relationships, including strong executive presence with C-suite stakeholders
• Experience developing and executing strategic success plans and leading multi-site or multi-phase rollouts to drive consistent adoption across complex organizations
• Operates as a trusted consultant and advisor to customers—translating data into actionable insights, recommending process and workflow improvements, and partnering cross-functionally to deliver measurable outcomes
• Background in manufacturing preferred (custom part or contract manufacturing), with familiarity in processes such as Sheet Metal Fabrication, CNC Machining, Additive Manufacturing, or similar environments