Strategic Customer Success Manager

Summary:

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%.

Responsibilities:

• 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

Requirements

• 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

Salary Range: $107,000 - $145,000 base

This role is also eligible for commission-based compensation ranging from 25-35% of the base salary.

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.