Customer Success Manager, Paperless Parts
$86-117k
+ Commission
More information about location
Estimating & quoting for manufacturing
Be an early applicant
Estimating & quoting for manufacturing
101-200 employees
Be an early applicant
$86-117k
+ Commission
More information about location
101-200 employees
Company mission
To make manufacturing more accessible.
Role
Who you are
- Experience managing revenue retention and product adoption of customers in a technical customer success or technical account management role
- A background in manufacturing, ideally in custom part or contract manufacturing. An understanding of Sheet Metal Fabrication, CNC Machining, Additive, and other manufacturing processes is a plus
- Comfortable analyzing a business objective and implementing a strategy to help a customer leveraging software to achieve this goal
- A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI
- Experience managing revenue retention, renewals, and expansion. A track record of accurately forecasting expansion and churn
- A proven ability to learn a software product in-depth in order to coach customers on workflows to maximize adoption and value
What the job involves
- As a Customer Success Manager, you will be responsible for owning the relationship with a book of business of Paperless Parts customers, 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%
- Manage a book of business of ~100 Paperless Parts customers, with a mix of high-touch customers managed directly and low-touch customers managed at scale
- Establish trusted advisor relationships with champions and executives, understanding their priority business objectives and how Paperless Parts helps them achieve these goals
- Ensure your customers understand the full functionality of Paperless Parts are enabled to maximize the value they receive from the system
- Understand why your customers partnered with Paperless Parts and measure success against these goals. Use performance against goals to measure ROI and regularly present ROI realization to the customer
- Manage renewals and retention of your customers, measured by Gross and Net Revenue Retention
- Identify where customers may benefit from additional Paperless Parts functionality or services, including additional software subscriptions or marketing solutions. Partner with Account Management to drive expansion
- Serve as primary point of contact and escalation point in urgent situations. Quarterback escalation and drive to timely resolution
- Regularly report to leadership the health of your customers, with a focus on at-risk customers and your plan to mitigate risk
- Accurately forecast renewals, expansion, and churn within your book of business
- Travel onsite to customers occasionally where an in-person visit will help achieve an important outcome
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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