Strategic Customer Success Manager

United States·Bostonmid

Strategic Customer Success ManagerCustomer Success

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Quick Summary

Key Responsibilities

Own a portfolio of 20–40 enterprise accounts representing up to 15% of ARR, driving retention, expansion, and long-term customer success.

Requirements Summary

Partner with Sales team to identify opportunities to expand the commercial relationship with strategic customers based on existing ROI recognition and future value creation.

Technical Tools

Strategic Customer Success ManagerCustomer Success

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.

Responsibilities

~1 min read

Requirements

~3 min read

Enterprise Customer Management: Proven track record in Customer Success or Technical Account Management supporting complex B2B enterprise accounts.
Commercial Accountability: Demonstrated experience managing portfolio retention, identifying expansion opportunities, and driving measurable ROI.
Stakeholder Management: Exceptional executive presence with experience managing multi-threaded relationships across leadership and operational teams.
Program Management: Experience leading complex, multi-site software implementations or rollouts in matrixed environments.
Location: Ability to work on-site in Boston, MA on a hybrid schedule, with up to 50% travel required.

Domain Expertise: Background in manufacturing or manufacturing software (e.g., Sheet Metal Fabrication, CNC Machining, Additive Manufacturing).
Technical Aptitude: Experience translating complex technical data and operational workflows into actionable business insights.

Salary range: $107,000 - $145,000

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.