Customer Success Manager, Proton.ai
3+ days a week in office (Cambridge, MA)
AI-powered CRM built for distributors
Open for applications
AI-powered CRM built for distributors
21-100 employees
Open for applications
3+ days a week in office (Cambridge, MA)
21-100 employees
Company mission
To optimize distributors' sales operations.
Role
Who you are
- This role is ideal for someone who is organized, confident, and excited to grow, balancing tactical execution with strategic conversations that help customers get the most out of Proton as their CRM
- Strategic and Customer-Focused- You care deeply about understanding customers’ businesses, aligning Proton’s solutions to their goals, and making value visible in every interaction
- Confident & Clear in Your Communication- You’re comfortable engaging executives when appropriate and can deliver recommendations in a way that is polished, thoughtful, and grounded in what will drive customer success
- Curious and Proactive- You seek context, ask good questions, and follow threads. You stay organized, follow up consistently, and ensure nothing falls through the cracks
- Organized & Detail-Oriented- You thrive with structure, maintain clear documentation and account plans, and juggle multiple customer priorities with confidenceAccountable- You take ownership of your accounts and outcomes, and you follow through with resilience and professionalism when challenges arise
- Collaborative - You work well with Sales, Product, Engineering, and Support, and you contribute to a positive, team-oriented CS culture
- Excited to Learn & Grow- You bring a growth mindset to your work, actively developing your skills as a CSM and staying eager to deepen your product, industry, and strategic knowledge
- Grit & Follow-Through- When challenges arise, you stay focused, ask the right questions, and work persistently toward a solution. You take pride in seeing things through
- 1-2+ years in a Customer Success, Account Management, Project Management or similar customer-facing role in SaaS or enterprise software
- Experience managing customer relationships and driving adoption, with exposure to stakeholders at different levels (frontline users, managers, and occasional executives)
- Ability to think strategically while managing day-to-day execution across multiple customer accounts
- Excellent communication and relationship-building skills, you can adapt your message clearly and confidently based on your audience
- Experience in or enthusiasm for working in a fast-paced, evolving environment such as an early-stage startup
- Comfort using data to guide recommendations; experience with tools like Mixpanel, Looker, or similar analytics tools is a plus
What the job involves
- As a Customer Success Manager, you will own relationships across a portfolio of mid-market Proton customers and serve as a trusted advisor to both day-to-day users and key decision-makers
- You’ll help customers understand the value of Proton, communicate best practices clearly, and support adoption across sales teams
- While you will engage executives when appropriate, much of your work will focus on building strong operational relationships, creating structure, and ensuring that customers feel supported, aligned, and excited about their progress with Proton
- This role is not a handoff or reactive support role—you’ll take ownership of your accounts from onboarding and training through renewal, ensuring customers stay engaged, drive adoption, and recognize the impact Proton has on their business
- You’ll collaborate closely with internal teams, escalate thoughtfully when needed, and bring a proactive, problem-solving mindset to help customers move through challenges with clarity and confidence
- We’re hiring someone in the Greater Boston area open to a hybrid schedule (3 days in-office/week)
- Travel expected: ~10+ times/year to visit customers
- Communicate Proton’s value clearly and effectively- tailoring messaging for different audiences, from frontline users to executives
- Ensure customers understand and adopt Proton’s CRM and Sales AI features by embedding best practices into their workflows and coaching teams on habits that drive consistent, long-term value
- Maintain highly organized account plans, follow-ups, success metrics, and documentation to ensure nothing slips through the cracks
- Develop strong relationships across customer stakeholders and engage executives when appropriate to ensure alignment on goals, progress, and long-term value
- Collaborate with Product, Engineering, and Sales to resolve challenges, advocate for customer needs, and deliver a seamless customer experience
- Bring curiosity, ownership, and a growth mindset to every interaction, always looking for ways to improve customer outcomes and strengthen your skills
- Support renewal and retention efforts by monitoring account health, identifying risks early, and partnering internally to ensure customers remain successful and engaged
- Take full ownership of customer success outcomes, proactively triaging challenges, and providing solutions before escalating. Balance technical understanding with strategic direction
- When blockers arise, you’ll roll up your sleeves with confidence, and own the outcome while collaborating cross-functionally
- Bring ideas to improve our playbooks, tools, and ways of working. We’re still building, and your input matters!
Our take
With the increased migration to the digital world, sales teams are under mounting pressure. Proton.ai is one of a crop of new companies that solves this problem through automation.
The sales automation market is booming, and companies are having to specialize in order to survive. Proton.ai has carved out a successful niche by focusing its attention on wholesale distributors, a previously underserved corner of the sales sector. Proton.ai's tools help sales reps and their customers manage products across multiple channels.
By tapping into the lucrative wholesale market and working with (rather than against) incumbent enterprises, Proton.ai has scaled at an enviable pace. Its considerable funding will help the company to remain competitive, especially against the likes of Shopify, which has made a successful move into the wholesale eCommerce market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-38% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2023
$10m
SERIES A
Jan 2022
$20m
SERIES A
Total funding: $30m
Company benefits
- Company stock options: We believe everyone should own a part of something they help build, so we offer company equity to all employees
- Fully remote flexible schedule: Work is important to us. As is being flexible. We know life doesn’t always land outside of a 9-5 schedule and make space for you to live your life
- 401k with employer contribution: We believe it's important to help our team plan for the future. For U.S. employees (for now), we directly contribute a 3% match of your salary to a 401k
- Health benefits: Get access to great healthcare benefits
- Required PTO: We offer unlimited PTO, and we make sure everyone takes at least 2 weeks off per year
- Company wellness days: In addition to company holidays, we offer wellness days, when the whole company takes a day off to rest and recuperate
- 12 weeks paid parental leave: 12 weeks paid parental benefit for all parents (birthing, non-birthing, adopting, fostering)
- Company-paid off-sites: Enjoy in-person brainstorming and team-building. All expenses covered so you can focus on bonding with the entire team
Company HQ
Cambridge Highlands, Cambridge, MA
Leadership
Benjamin Cohen
(Founder & CEO)Previously worked as a Researcher at Harvard Business School, before joining the Data and Marketing team at Danaher Corporation.
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