Strategic Customer Success Manager, Paperless Parts
$107-145k
Plus eligible for commission based compensation
More information about location
Quoting software for manufacturing
Open for applications
Quoting software for manufacturing
101-200 employees
Open for applications
$107-145k
Plus eligible for commission based compensation
More information about location
101-200 employees
Company mission
To make manufacturing more accessible.
Role
Who you are
- 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
What the job involves
- Reports To: Senior Director of Customer Success
- As a Strategic Customer Success Manager, you will operate as a trusted business partner to our enterprise customers, engaging across all phases of the customer lifecycle to drive long-term value and measurable business outcomes. You will build and maintain multi-threaded relationships across all levels of the customer organization—from executive leadership to site-level operators—ensuring alignment between corporate objectives and day-to-day execution
- In this role, you will provide data-driven insights and strategic guidance, helping customers optimize platform performance and overcome operational challenges across locations. You will partner closely with internal teams, including Sales, Implementation, Product, and Support, to advocate for your customers, influence product direction, and secure long-term account growth and retention
- Portfolio Management: Own a portfolio of 20–40 enterprise accounts representing up to 15% of ARR, driving retention, expansion, and long-term customer success
- Executive Relationship Building: Build and maintain multi-threaded relationships from C-suite leadership to site-level operators to align corporate strategy with operational execution
- Account Strategy & ROI: Develop strategic success plans tied to customer business objectives, regularly measuring performance and communicating ROI to executive stakeholders
- Multi-Site Rollouts: Program manage enterprise-wide, multi-location rollouts to ensure consistent software adoption and operational results
- Business Reviews & Escalations: Conduct on-site and virtual business reviews, serving as the trusted advisor and primary escalation point for critical account needs
- Cross-Functional Collaboration: Partner with Sales, Product, and Implementation teams to advocate for customer requirements, inform product strategy, and drive renewals and expansion
- Relationship Expansion: Partner with Sales team to identify opportunities to expand the commercial relationship with strategic customers based on existing ROI recognition and future value creation
- What Success Looks Like (First 6–12 Months)
- Portfolio Health & Retention: Maintain net revenue retention above target across your assigned enterprise account portfolio
- Multi-Site Adoption: Successfully execute phased rollouts across complex customer organizations to achieve target seat and workflow adoption milestones
- Value Realization: Establish and present quantified ROI frameworks to executive stakeholders during quarterly business reviews for top-tier accounts
Our take
The creation of bespoke components for manufacturing processes can be time-consuming to manage and difficult to price. Typically, job shops and contract manufacturers have used paper trails to forecast component creation and provide quotes for their clients - meaning the process is ripe for modernization.
Paperless Parts provides an estimating and quoting software platform for manufacturers and job shops, focusing on eradicating paperwork from the process. The platform organizes quote information into a single point of knowledge for all parties, using this data to automate manual steps.
With this approach, the company says it's cutting costs, speeding up how components get deploys, and keeping everything secure and compliant along with way. And it seems to be working, as its now setting its sights on expanding into the Canadian and Mexican market, aiming to take its success even further.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2021
$30m
SERIES B
Jan 2021
$7.2m
SEED
Total funding: $37.2m
Company benefits
- Healthcare, dental, and vision: We cover 100% of Health, Dental, and Vision premiums for employees and their immediate families with multiple plan options available
- Wellness and relaxation: We want you to decompress and relax in a way that is best for you. From a Peloton membership to rock climbing, to massages, we’ll cover some of your costs
- Unlimited PTO: We recognize that our team works hard and ask that you take time when you need it
- Training and development: Attend conferences, classes, and trainings to hone your skills
Company HQ
Financial District, Boston, MA
Leadership
Jason T. Ray
(Co-Founder & CEO)Prior to co-founding Paperless Parts in 2016, Jason spent 8 years in the US Navy, joining in 2009 as a Supply Corps Officer. They then went onto serve in multiple roles before becoming an Advanced Manufacturing Lead - Chief of Naval Operations Staff.
Scott Sawyer
(Co-Founder & Chief Scientist)Scott previously served as an SVP of Engineering at ecovent Systems, as an Associate Technical Staff Member at MIT Lincoln Laboratory and as a Software & Electronics Engineer at Lockheed Martin.
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