Senior Customer Success Manager

Summary:

As a Sr. 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%.

Responsibilities:

• Manage a portfolio of strategic customer relationships by acting as a trusted advisor to key stakeholders and aligning Paperless Parts with their business priorities.
• Develop and execute customer success strategies that drive product adoption, demonstrate ROI, and maximize customer value.
• Own retention and renewal outcomes, proactively identifying risk and leading complex customer situations and escalations through resolution.
• Identify expansion opportunities across additional functionality, services, workflows, or sites, partnering with Account Management to drive growth.
• Accurately forecast and document status for renewals, expansion, and churn, clearly communicating risks, drivers, and mitigation plans to leadership.
• Serve as a resource and escalation point for other CSMs, providing guidance on complex customer situations while championing continuous improvement through shared best practices, optimized workflows, and scalable solutions across the Customer Success organization.
• Foster collaboration across Customer Success, Sales, Product, Support, and other cross-functional teams to drive strategic initiatives and improve customer outcomes.

Qualifications:

Minimum Requirements

• Relevant Experience: 5+ years in a customer-facing B2B SaaS role (e.g., Customer Success, Technical Account Management) with direct ownership over account retention, renewals, and expansion.
• Executive Presence & Escalation Management: Proven track record of managing complex, high-value accounts, building trust with C-suite stakeholders, and resolving high-risk customer escalations.
• Value & ROI Messaging: Skilled in identifying customer business goals and using data-driven outcomes to articulate ROI and justify contract renewals/expansions.
• Technical Aptitude: Ability to quickly master complex, technical software and translate technical features into actionable customer workflows.
• Cross-Functional Collaboration & Leadership: Demonstrated ability to mentor team members, optimize internal processes, and partner across Sales, Product, and Support.

Preferred Qualifications

• Experience in manufacturing, ideally custom part or contract manufacturing; knowledge of CNC machining, sheet metal fabrication, additive manufacturing, or related processes is a plus.

Salary range: $105,674 - $143,000

This role is also eligible for commission based compensation

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.