Customer Success Manager

Boston, MA, United States

Paperless Parts provides the manufacturing industry with a SaaS platform that empowers the next generation of manufacturers to join the digital age. When manufacturers use our product, they free up valuable time for faster quoting and estimating, leading to increased profitability and reduced manual steps. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. It is our mission to enable manufacturers with the technology they need to drive innovation forward.

We are a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a Series B fast-scaling company that is revolutionizing an essential industry, read on and apply!

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

Your purpose:

Customer Success is at the center of everything we do. As we add more features and capabilities to our platform, we are building a team that will focus on customer adoption, feature utilization, and enablement to maximize value realization for our customers. We are looking for a Customer Success Manager to join our team that will establish trusted relationships with our customers and internal teams that result in high satisfaction and renewal rates.

Our Customer Success Managers work collaboratively with other internal teams to support customer needs throughout the lifecycle. The team will also partner with Product and Engineering teams to capture customer feedback and influence platform enhancements. This role owns post-implementation success and supports the customer evolution with The Paperless Parts platform.

Customer Success Managers will become experts in manufacturing processes such as CNC machining, sheet metal fabrication, and 3D printing.

Who you are:

You’re an experienced Customer Success Manager with a proven track record of delivering positive outcomes for your customers. You practice extreme ownership and work collaboratively across the organization to mitigate risks and identify creative solutions to problems.

You take a consultative approach with customers through leveraging product utilization data and you know how to effectively prioritize customer requests/ requirements. You are also someone who cares deeply about helping customers achieve their business goals by understanding industry trends.

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card status.

Responsibilities:

Develop and maintain a proactive engagement strategy for your customer base

Own the risk mitigation, contract conversion, renewal and upsell strategy for each customer

Understand org chart of your customers, and maintain engagement with appropriate stakeholders and decision makers

Maintain and understanding of the health of your book of business, proactively identifying risk when it arises

Drive feature utilization and adoption across the Paperless Parts Platform to ensure the customer is receiving the full value of our product

Collaborate with Product teams to develop internal processes to learn, test, gather feedback on new product features, and develop ongoing customer education process

Reassess customer needs throughout the lifecycle and engage appropriate stakeholders to implement solutions for ongoing success

Use technology stack to understand customer enablement gaps and deliver training to mitigate risk

Train new platform users in your customer base.

Leverage data to identify critical customer challenges or blockers that could put customer renewal at risk and look to improve the current metrics that are tracked

Assist in triaging customer issues and engage appropriate internal stakeholders to drive resolution

Ensure high customer satisfaction and reference ability

Update and maintain the CRM database with the most relevant account and relationship details

Travel to customers as needed, COVID-19 vaccination recommended

Requirements:

3-7 years experience in Customer Success, Sales or Account Management role with a technical focus, SaaS technology experience preferred

High level of organization in your day to day operations- you understand what it means to be responsible for a customer portfolio and to prioritize your time efficiently

Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally

Excellent problem solver, ability to work cross-functionally to deliver results

Ability to work both independently and collaboratively, think creatively tackle challenges

Experience in the manufacturing space, or a high-level understanding of manufacturing processes

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. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.

Our headquarters is located in downtown Boston, MA, across the street from Faneuil Hall and easily accessible to most transit routes (Red/Blue/Orange/Green Line) or a 10-minute walk from both South and 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/free gym membership

Pre-tax Commuter and FSA/Dependent Care FSA

401(k) plan

Employee recognition program

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.

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