Strategic Customer Success Manager

Strategic Customer Success Manager

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. From rockets to medical devices, we power the parts that move the world forward. This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

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%.

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

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.

Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we're continually improving what we've built while still building from the ground up.

Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity.

Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).

Encinitas Office: Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.

Benefits: We value you and your family. With this in mind, full-time employees are provided:

• 100% coverage of health, dental, and vision for you and your dependent
• Competitive compensation philosophy
• Unlimited PTO
• 13+ paid holidays
• Company-sponsored wellness stipend
• Pre-tax Commuter and FSA/Dependent Care FSA
• 401(k) plan
• Employee recognition program

Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.