Strategic Customer Success Manager, Paperless Parts
$107-145k
+ Eligible for commission-based compensation ranging from 25-35% of the base salary.
More information about location
Quoting software for manufacturing
Open for applications
Quoting software for manufacturing
101-200 employees
Open for applications
$107-145k
+ Eligible for commission-based compensation ranging from 25-35% of the base salary.
More information about location
101-200 employees
Company mission
To make manufacturing more accessible.
Role
Who you are
- 7+ years of experience in manufacturing, manufacturing software, or a senior-level Customer Success / Technical Account Management role supporting complex enterprise customers
- Proven success owning enterprise accounts, with accountability for retention, expansion, and driving measurable business outcomes (ROI)
- Ability to build and influence multi-threaded customer relationships, including strong executive presence with C-suite stakeholders
- Experience developing and executing strategic success plans and leading multi-site or multi-phase rollouts to drive consistent adoption across complex organizations
- Operates as a trusted consultant and advisor to customers—translating data into actionable insights, recommending process and workflow improvements, and partnering cross-functionally to deliver measurable outcomes
- Background in manufacturing preferred (custom part or contract manufacturing), with familiarity in processes such as Sheet Metal Fabrication, CNC Machining, Additive Manufacturing, or similar environments
What the job involves
- As a Strategic Customer Success Manager, you will operate as a trusted business partner to our strategic enterprise customers, engaging across all phases of the customer lifecycle to drive long-term value and measurable business outcomes
- You will build and maintain 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 to customer stakeholders, helping them understand the performance of our platform, identify opportunities for optimization, and address operational challenges
- You will act as the connective thread across customer teams, ensuring consistency, adoption, and continuous improvement across locations
- You will partner closely with internal teams, including Sales, Implementation, Product, and Support, to advocate for your customers, influence product direction, and ensure a seamless customer experience
- Success in this role is defined by your ability to drive adoption, demonstrate business impact, and secure long-term customer growth and retention
- This is a full-time position based in Boston, MA, requiring on-site presence with flexibility for a hybrid schedule as needed. Travel is required for this role up to 50%
- Own a portfolio of 20–40 of Paperless Parts’ largest enterprise customers (up to 15% of recurring revenue), with accountability for retention, expansion, and long-term success
- Build and maintain multi-threaded relationships across customer organizations, from executive leadership to site-level operators, ensuring alignment between corporate strategy and local execution
- Develop and lead strategic success plans tied to customer business objectives, driving internal cross-functional alignment to deliver measurable outcomes
- Establish and communicate ROI frameworks, regularly measuring performance against objectives and presenting insights to executive stakeholders
- Lead enterprise-wide, multi-site rollouts, program managing phased implementations to drive consistent adoption and results across locations
- Conduct on-site and virtual business reviews, translating data into actionable insights and aligning on priorities with both corporate and operational teams
- Serve as the primary escalation point and trusted advisor, combining deep platform and industry expertise to guide customers and ensure best-in-class outcomes
- Own renewals, retention forecasting, and expansion strategy, while providing structured feedback to Paperless Parts leadership on account health, customer outcomes, and market trends to inform product and company strategy
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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