Customer Success Manager, Paperless Parts
$110-148k
+ Eligible for commission based compensation
More information about location
Office located in Downtown Encinitas, Boston
Estimating & quoting for manufacturing
Be an early applicant
Estimating & quoting for manufacturing
101-200 employees
Be an early applicant
$110-148k
+ Eligible for commission based compensation
More information about location
Office located in Downtown Encinitas, Boston
101-200 employees
Company mission
To make manufacturing more accessible.
Role
Who you are
- You have 2+ in a management role in software customer service
- You have 2+ years experience in a Customer Success or Account Management roles, including retention and commercial responsibilities
- You have a track record of identifying process gaps, building new playbooks, and driving internal adoption of new processes
- You possess exceptional communication and soft skills. Deescalation is your super power
- You are meticulously organized. You are comfortable being accountable for updates across a large customer base, and have a track record of consistently keeping the data fresh
- You are extremely accountable to customers, teammates, and leadership. You do not care whose job it is, you care that the team and company are successful. You feel ownership over everything you work on
- You are relentlessly committed to ensuring customers are successful. You’ll go above and beyond to help however you can
What the job involves
- As Manager of Customer Success you will directly manage the Customer Success Manager (CSM) team. The CSM team is responsible for owning the relationship with Paperless Parts customers after the conclusion of their onboarding, helping drive their adoption of Paperless Parts features in order to maximize the value they receive from the platform, in order to retain and expand their business
- This is a full-time position based in Boston, MA, and requires on-site presence, with a hybrid schedule as needed. Travel is required for this role up to 25%
- Directly manage 6 CSMs and Associate CSMs, each responsible for ~125 customers and $3M in ARR
- Refine and develop process, documentation, and playbooks to support common customer interaction scenarios
- Provide regular coaching and career development to CSMs. Work closely with CSMs to deeply understand their books of business and partner on strategic or at risk renewals, adoption plays, or expansion opportunities
- Leverage tools such as Gong, Salesforce, CSP tool to understand performance of team and provide regular feedback to encourage skill development
- Recruit and develop new CSMs as needed
- Ensure CSM processes are rigorously followed, including monthly customer health updates, compliance with renewal stages, risk management, and other customer lifecycle updates
- Ensure CSMs are meeting with their customers according to expectations, have defined customer goals, have economic buyer relationships, and are working towards or achieving ROI recognition
- Manage customer escalations. Join customer calls regularly to support strategic or risk customer scenarios
- Support renewal, expansion, and churn forecasting with accurate and updated customer data
- Report customer risk and mitigation plans in real time
- Leverage up-to-date data to accurately forecast renewals, churn, and expansion on a monthly basis
- Ensure team has data access required efficiently analyze their book of business, including: health, risk, expansion opportunities, upcoming renewals, user turnover, etc
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 deployes, and keeping everything secure and cmpliant 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)Supply Corps Officer Department Head, Navy Acquisition Contracting Officer, and Additive Manufacturing Lead for the US Navy from 2009 to 2016.
Scott Sawyer
(Co-Founder & Chief Scientist)Experience as Associate Technical Staff at MIT Lincoln Laboratory from 2011 to 2014. VP of Engineering for ecovent Systems from 2014 to 2016.
Salary benchmarks
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