Technical Customer Success Manager, Proton.ai
+ Company Stock Options
More information about location
3 days a week in office (Kendall Square, MA)
AI industry cloud platform for distributors
Job no longer available
AI industry cloud platform for distributors
101-200 employees
Job no longer available
+ Company Stock Options
More information about location
3 days a week in office (Kendall Square, MA)
101-200 employees
Company mission
To build the industry platform for distributors - one data layer, one AI brain, every workflow connected.
Role
Who you are
- Strategic and customer-focused—you care deeply about understanding a customer’s business, aligning solutions, and making value visible
- Confident and comfortable with product mechanics—you don’t need to be an engineer, but you’re happy learning technical workflows, asking smart questions, and troubleshooting in Looker before escalating
- Curious and proactive—you seek context, follow threads, and don’t wait to be told what’s broken. You action customer needs and support with follow up in a timely manner, ensuring nothing falls through the cracks
- Accountable—you own your book, your results, and your process. You follow through and follow up until outcomes are achieved
- Collaborative—you work well with Sales, Product, Marketing, and Support and contribute to a positive, team-oriented CS culture
- A strong communicator—clear, structured, and confident, from Slack to the C-suite
- 5+ years experience in a Customer Success role, preferably in an enterprise software environment
- Proven success managing complex, multi-stakeholder relationships—including executive alignment, adoption planning, and expansion
- Ability to think strategically while managing day-to-day account activities
- Excellent communication and relationship building skills—you can adapt your message from frontline users to C-suite executive
- Experience at an early-stage startup strongly preferred
- Experience in using tools like Mixpanel and Looker or enjoy using data to guide decisions and conversations
What the job involves
- We’re looking for a Customer Success Manager (Technical) to join our growing CS team at Proton
- You’ll own a book of our most important and high-potential customers and serve as a true partner and trusted advisor—guiding them from onboarding through expansion
- You will be responsible for strategic customer relationships: managing renewals, building executive trust, identifying growth opportunities, and helping customers achieve measurable business value
- At the same time, you'll be expected to develop enough technical fluency with our product—especially around data, workflows, and reporting—to confidently guide early troubleshooting steps, assess feasibility, and collaborate effectively with technical teams when needed
- This is not a handoff role—you’ll be expected to take full ownership of your accounts, lead cross-functional collaboration, and escalate when necessary
- Own strategic relationships: Become deeply embedded within your accounts—building trust from frontline users to C-suite executives. You’ll lead executive conversations, ensure alignment on goals, and be the primary point of contact across the lifecycle
- Drive and demonstrate value: Understand each customer’s business model and strategic priorities. Clearly articulate how Proton’s CRM and Sales AI solutions create impact, and tailor value delivery accordingly
- Develop and execute account plans: Build success strategies for each customer, aligning adoption and growth goals with measurable outcomes. Track progress, adjust when needed, and drive toward retention and expansion
- Drive adoption and workflow integration: Ensure customers fully leverage Proton's capabilities by embedding best practices into their day-to-day sales processes. Help customers connect our product to their internal workflows
- Identify and pursue expansion: Proactively uncover opportunities for upsell or cross-sell (<$50K) and collaborate with Sales to expand Proton’s footprint within your accounts
- Triage technical needs independently: Learn how our platform works—especially around data, workflows, and reporting—so you can troubleshoot, answer early-stage technical questions, and determine feasibility before looping in Solutions or Support
- Leverage Looker for insights and storytelling: Use Looker to explore data, identify trends, and surface insights that support your recommendations and value narrative with customers
- Solve creatively, escalate thoughtfully: When blockers arise, you’ll roll up your sleeves to dig in—whether that means reading docs or understanding what the expected behavior should look like, you’ll own the outcome while collaborating cross-functionally
- Be the voice of the customer: Advocate internally for your accounts—ensuring their goals, blockers, and feedback are heard by Product, Engineering, and Leadership
- Contribute to our CS evolution: Bring ideas to improve our playbooks, tools, and ways of working. We’re still building—and your input matters
Our take
Proton.ai is part of a new wave of companies rethinking how sales teams operate in an increasingly digital-first world. Rather than simply digitizing existing workflows, it uses automation and AI to reduce manual effort and guide decision-making, so sales reps can focus on the right customers, products, and moments to engage.
The sales automation market is booming, but also crowded, forcing companies to specialize and stand out. Proton.ai has done exactly that by focusing on wholesale distributors, an often overlooked segment with complex inventories, fragmented systems, and highly relationship-driven sales processes. Its tools are designed to help both reps and customers navigate large product catalogues across multiple channels, bringing a layer of intelligence to what has traditionally been a manual, operationally heavy space.
That focus is now evolving into a broader platform play, with the company recently announcing an AI-powered "industry cloud" for distributors, combining CRM, product information management, eCommerce recommendations, and order automation into a single system. By replacing disconnected point solutions with a unified data layer, the company is positioning itself less as a tool and more as a core infrastructure for wholesale sales. Backed by strong funding and growing adoption, this shift gives Proton.ai a clear path to scale.
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.
- 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.
- Unlimited 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).
- Health benefits: Get access to great healthcare benefits.
- 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.
- 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)Prior to founding Proton.ai in 2018, Benjamin worked in Data & Marketing at Danaher Corporation. He was also a Researcher at Harvard Business School, where he graduated with a Bachelor's in Applied Mathematics.
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