Strategic Customer Success Manager

About the role

• Location: Boston, MA (Hybrid)
• Reports To: Senior Director of Customer Success
• Employment Type: Full-Time
• Travel: Up to 50%

The Opportunity

As a Strategic Customer Success Manager, you will operate as a trusted business partner to our enterprise customers, engaging across all phases of the customer lifecycle to drive long-term value and measurable business outcomes. You will build and maintain multi-threaded 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, helping customers optimize platform performance and overcome operational challenges across locations. You will partner closely with internal teams, including Sales, Implementation, Product, and Support, to advocate for your customers, influence product direction, and secure long-term account growth and retention.

What Success Looks Like (First 6-12 Months)

• Portfolio Health & Retention: Maintain net revenue retention above target across your assigned enterprise account portfolio.
• Multi-Site Adoption: Successfully execute phased rollouts across complex customer organizations to achieve target seat and workflow adoption milestones.
• Value Realization: Establish and present quantified ROI frameworks to executive stakeholders during quarterly business reviews for top-tier accounts.

Key Responsibilities

• Portfolio Management: Own a portfolio of 20-40 enterprise accounts representing up to 15% of ARR, driving retention, expansion, and long-term customer success.
• Executive Relationship Building: Build and maintain multi-threaded relationships from C-suite leadership to site-level operators to align corporate strategy with operational execution.
• Account Strategy & ROI: Develop strategic success plans tied to customer business objectives, regularly measuring performance and communicating ROI to executive stakeholders.
• Multi-Site Rollouts: Program manage enterprise-wide, multi-location rollouts to ensure consistent software adoption and operational results.
• Business Reviews & Escalations: Conduct on-site and virtual business reviews, serving as the trusted advisor and primary escalation point for critical account needs.
• Cross-Functional Collaboration: Partner with Sales, Product, and Implementation teams to advocate for customer requirements, inform product strategy, and drive renewals and expansion.

Additional information

Relationship Expansion: Partner with Sales team to identify opportunities to expand the commercial relationship with strategic customers based on existing ROI recognition and future value creation.

Core Requirements

• Enterprise Customer Management: Proven track record in Customer Success or Technical Account Management supporting complex B2B enterprise accounts.
• Commercial Accountability: Demonstrated experience managing portfolio retention, identifying expansion opportunities, and driving measurable ROI.
• Stakeholder Management: Exceptional executive presence with experience managing multi-threaded relationships across leadership and operational teams.
• Program Management: Experience leading complex, multi-site software implementations or rollouts in matrixed environments.
• Location: Ability to work on-site in Boston, MA on a hybrid schedule, with up to 50% travel required.
• Domain Expertise: Background in manufacturing or manufacturing software (e.g., Sheet Metal Fabrication, CNC Machining, Additive Manufacturing).
• Technical Aptitude: Experience translating complex technical data and operational workflows into actionable business insights.

Salary range: $107,000 - $145,000

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.

Paperless Parts Life

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

Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.