Technical Customer Success Manager, Proton.ai
+ Company Stock Options
More information about location
3 days a week in office (Kendall Square, MA)
AI-powered CRM built for distributors
Open for applications
AI-powered CRM built for distributors
21-100 employees
Open for applications
+ Company Stock Options
More information about location
3 days a week in office (Kendall Square, MA)
21-100 employees
Company mission
To optimize distributors' sales operations.
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
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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