Scaled Customer Success Manager, Proton.ai
+ Stock options
3 days a week in office (Cambridge, MA)
AI-powered CRM built for distributors
Be an early applicant
AI-powered CRM built for distributors
21-100 employees
Be an early applicant
+ Stock options
3 days a week in office (Cambridge, MA)
21-100 employees
Company mission
To optimize distributors' sales operations.
Role
Who you are
- Ownership: You take responsibility and see projects through to completion
- Software Problem-Solving Skills: You understand how software products work and can help customers troubleshoot technical issues
- Organizational Skills: You can manage a larger volume of customers and switch contexts seamlessly
- B2B Experience: You have worked with business customers, helping them adopt and realize outcomes
- Strong communication and relationship-building skills
- Experience at an early-stage startup (strongly preferred)
- Proven experience managing SMB or long-tail customer segments in a scalable way
- Bonus: Experience creating or contributing to automated success programs or customer education initiatives
What the job involves
- The Scaled Customer Success Manager will manage a portfolio of SMB customers through scalable and repeatable processes
- They will develop strategies to drive customer engagement, adoption, and retention while identifying growth opportunities
- This person will be instrumental in creating scalable processes and touchpoints to support future growth
- They will collaborate across Customer Success, Product, and Client Engineering teams to deliver impactful engagement programs that maximize customer value and minimize churn risk
- As Proton grows, this person will play a key role in refining and scaling the SMB success playbook
- This is hybrid role (3 days in office) based in Cambridge, MA (Kendall Square)
- Develop and implement scalable playbooks for onboarding, adoption, and retention
- Monitor customer health scores and usage metrics to identify churn risks and expansion opportunities
- Learn the Proton product to understand how it fits into the customer’s workflow and delivers value
- Build and contribute to knowledge bases, FAQs, and self-serve resources to enhance the customer experience
- Act as the voice of the customer, collaborating with product, sales, and support teams to address needs and integrate feedback into product development
- Monitor and track customer product adoption in order to identify customers that require additional engagement
- Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption
- Host and facilitate 1:many training sessions and workshops to ensure customers have a comprehensive understanding of our product
- Communicate the value delivered by our product, showcasing measurable benefits and return on investment
- Share industry best practices and success tips with customers to optimize their experience and outcomes
- Act as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact
- Identify trends for common customer challenges and actively suggest ways to address them
- Navigate through ambiguity as we continue to build and refine the scaled customer success segment
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 values
- Customers first: Our customers’ success is our north star. We dive deep into their challenges to offer solutions that go beyond what they expect, providing top-notch business solutions
- Think big, start small: We’re experimental innovators. We dream big – as big as revolutionizing an entire industry. But we try out our big ideas on a smaller scale, taking the smallest, simplest first step possible that lets us learn quickly. And we fail fast, acting with urgency and celebrating fast experiments even when they don’t work
- Own our results: Each of us owns this company, and we act like it. Each of us fully owns solving the problems we take on, and plowing through roadblocks to just get results. We do this by looking for positive solutions to problems, not making excuses
- Be open: We’re big believers in honesty and candor. We default to open and we bias towards proactive sharing, knowing that better decisions are made through collaboration
- One team: We’re all on this journey together. We put the team above our own self-interests, and focus on achieving great things together, rather than taking credit or pointing fingers. We support each others' development, knowing that helping each other benefits us all
Company HQ
Cambridge Highlands, Cambridge, MA
Articles
Leadership
Benjamin Cohen
(Founder & CEO)Previously worked as a Researcher at Harvard Business School, before joining the Data and Marketing team at Danaher Corporation.
Salary benchmarks
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