Customer Success Manager, Enterprise

Cambridge, MA, United States

About Us:

The wholesale distribution industry is ready for a revolution, and Proton is leading the charge. The world relies on distributors to sell nearly every physical product, but despite its massive contribution to the global economy, this industry has been left behind in terms of technology. Proton is changing that. With AI-powered sales software, we’re breaking through the complexity of selling millions of products and making it easier for distributors to anticipate customer needs. Our mission is to bring the distribution industry into the modern age and the results speak for themselves. Distributors using Proton see 10x ROI, faster new hire ramp-up, and happier sales teams.

In 2022, we raised a $20M Series A backed by Felicis Ventures (investors in Twitch, Shopify, Opendoor, and many others) and Battery Ventures. This year, we’re laser-focused on driving customer growth. If you’re excited about the opportunity to wear multiple hats, and continuously learn and experiment, now’s the time to join the Proton team.

The role:

We are looking for an Enterprise Customer Success Manager to work with our customers who have adopted Proton’s AI-powered CRM. You will be an important member of Proton's Customer Success team, helping us shape the strategy of how we engage with and provide value to our customers. As the face and voice of Proton, you will build credibility as an advisor and connector, ensuring customers continue getting value from their investment.

This is a hybrid role, based in the greater Boston area (3 days per week in office based in Kendall Square).

Expected travel: 10+ times per year to visit customer accounts.

What you’ll do:

Product problem solvi ng: Help our customers succeed with our product, including: working with them to decide how to use the product based on their business goals; answering detailed questions and troubleshooting issues; owning basic configuration and setup for select features; liaising with our Product and Professional Services teams on possible product changes; and owning communication and tracking with customers about any open issues.

Drive engagement and adoption: Focus on increasing customer value. Share adoption metrics, develop engagement plans, and share product updates. Drive cadence meetings, business reviews, and product trainings to deepen our customer understanding.

Develop relationships: Become multi-threaded within accounts, ensuring each level, from user to CEO, understands the benefits and results of using Proton. Be the main point of contact for customers for ongoing questions and engagement.

Tell the value story: Get customers bought in on the value of Proton in a way that is tailored to their specific goals, using a combination of quantitative and qualitative storytelling.

Collaborate internally: Be the customer voice internally, working with the product team to provide feature feedback and marketing to highlight customer stories.

Provide best practices: Learn our product to be able to understand how it fits into the customer workflow and the value it can create.

Focus on the customer experience: Share feedback, learnings, and trends to improve how we go to market and support our current and future customers.

You'll be a great fit for this role if you have:

Software problem solving skills : You understand how software products work, well enough to dive in with customers to help them solve their technical challenges.

Ability to efficiently prioritize: Working with customers of various sizes, you ensure no one gets left behind while keeping momentum on larger initiatives.

Relationship development and communication: You create internal and external relationships to drive a customer's voice.

Ownership: When something falls under your responsibility, you see it through to completion.

Collaboration : You seek to understand stakeholder goals and build bridges between customer asks and others' priorities

B2B experience: You have worked with business customers to help drive user adoption and showcase outcomes to customer executives

CRM experience: You’re deeply familiar with CRM systems, and how to help customers succeed with them .

Required experience:

3+ years experience as a CSM at an enterprise software company

5+ years total work experience strongly preferred

Experience at a CRM company strongly preferred

Experience at an early-stage startup strongly preferred

Benefits

Competitive Salaries + Company Stock Options - we want to pay you well (and equitably!) and make you feel like an owner.

Flexible Schedule - we think high levels of autonomy, responsibility and working asynchronously foster an amazing workplace.

Unlimited PTO + 10 Company Paid Holidays - we even have tools implemented to detect burnout to make sure folks recharge regularly.

401k with Employer Contribution (US only, for now!) - we know work isn’t forever, so we contribute up to 3% of your salary to help you prepare whether you directly contribute or not.

Medical, Dental, and Vision Insurance - we cover one medical plan 100% in the USA and cover a premium plan 100% for international employees (for US- this includes a HSA!) and cover 50% for dependents on all our medical plan options.

$450 Quarterly Hybrid Working Stipend - to iterate and upgrade your WFH setup, cover cell phone/internet bills or even to go towards Coworking space!

12 Weeks Fully Paid Parental Leave - that goes for primary and secondary caregivers; even if you’re adopting or fostering!

Biannual Company Paid Off-sites - time for us to be together, brainstorm, and make magic happen.

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