Strategic Customer Success Manager

Company: Up Closets of Charleston
Location: Boston
Posted on: June 1, 2025

Job Description:

Paperless Parts provides the manufacturing industry with a SaaS platform that empowers the next generation of manufacturers to join the digital age. When manufacturers use our product, they free up valuable time for faster quoting and estimating, leading to increased profitability and reduced manual steps. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world's coolest and most impactful products. It is our mission to enable manufacturers with the technology they need to drive innovation forward.We are a team of motivated and hardworking creators and doers. If you're looking to have a direct impact on a Series B fast-scaling company that is revolutionizing an essential industry, read on and apply!Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.Summary:As a Strategic Customer Success Manager you will be responsible for partnering with our strategic enterprise customers to ensure strong adoption, performance against business objectives, and retention.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 50%.Responsibilities:

• Manage up to 20-40 of Paperless Part's largest, strategic enterprise customers, representing up to 15% of our recurring revenue
• Develop strong understanding of org chart of strategic customers and intentionally build relationships with key stakeholders, with a specific focus on executive engagement
• Understand ROI model of Paperless Parts for strategic customers, regularly measure actual ROI relative to the customer business objectives and present to customer leadership
• Build long-term success plans that tie to customer business objectives alongside customer, and own the internal success of driving to this plan
• Travel onsite to each customer multiple times per year, conducting business reviews and ad hoc meetings as needed
• Program manage phased rollouts of Paperless Parts to multiple facilities, over multiple projects. Responsible for success of customer throughout the customer journey.
• Serve as escalation contact for strategic customers, ensuring they receive best-in-class service from Customer Experience teams
• Develop deep knowledge on the Paperless Parts product and the manufacturing industry to act as a business partner and technical advisor to our customers.
• Identify areas of expansion within book of business
• Manage and forecast retention, renewals, and expansion of strategic customers.
• Regularly report to Paperless Parts leadership feedback and insights on strategic customer base, including account health, industry trends, and other insights that might influence our strategy.Requirements
  • Experience managing revenue retention, product adoption, and expansion of enterprise customers in a technical customer success or technical account management role
  • A background in manufacturing, ideally in custom part or contract manufacturing. An understanding of Sheet Metal Fabrication, CNC Machining, Additive, and other manufacturing processes
  • Proven ability to build and maintain strategic relationships with executives at enterprise customers
  • A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI
  • A proven ability to learn a software product in-depth in order to coach customers on workflows to maximize adoption and valuePaperless Parts LifeCulture: 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. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.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 dependents
    • Competitive compensation philosophy
    • Unlimited PTO
    • 13+ paid holidays
    • Company-sponsored wellness stipend/free gym membership
    • Pre-tax Commuter and FSA/Dependent Care FSA
    • 401(k) plan
    • Employee recognition programPaperless 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.Apply for this job* indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *EducationDegree Select...How did you first hear about us? * Select...Are you willing to relocate? * Select...Desired salary *LinkedIn Profile *Have you worked at a startup company before? *YesNoDo you have manufacturing experience? *Address, City, State, Postal *What is your legal name? *This position requires activities that are subject to US Export Control Laws and requires US Citizenship or Green Card holder. Do you meet this requirement? * Select...
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Keywords: Up Closets of Charleston, Providence , Strategic Customer Success Manager, Executive , Boston, Rhode Island