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Paperless Parts · 14 hours ago

Customer Success Manager

Boston, MA

Full-time

Hybrid

Mid Level

$86K/yr - $117K/yr

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. As a Customer Success Manager, you will be responsible for managing relationships with a portfolio of customers, driving their adoption of the platform to maximize value and ensure retention and expansion of their business.

ManufacturingSoftware

No H1B

U.S. Citizen Only

Responsibilities

Manage a book of business of ~100 Paperless Parts customers, with a mix of high-touch customers managed directly and low-touch customers managed at scale

Establish trusted advisor relationships with champions and executives, understanding their priority business objectives and how Paperless Parts helps them achieve these goals

Ensure your customers understand the full functionality of Paperless Parts are enabled to maximize the value they receive from the system

Understand why your customers partnered with Paperless Parts and measure success against these goals. Use performance against goals to measure ROI and regularly present ROI realization to the customer

Manage renewals and retention of your customers, measured by Gross and Net Revenue Retention

Identify where customers may benefit from additional Paperless Parts functionality or services, including additional software subscriptions or marketing solutions. Partner with Account Management to drive expansion

Serve as primary point of contact and escalation point in urgent situations. Quarterback escalation and drive to timely resolution

Regularly report to leadership the health of your customers, with a focus on at-risk customers and your plan to mitigate risk

Accurately forecast renewals, expansion, and churn within your book of business

Travel onsite to customers occasionally where an in-person visit will help achieve an important outcome

Qualification

Customer Success ManagementRevenue RetentionTechnical Account ManagementManufacturing KnowledgeSoftware Adoption StrategiesROI MeasurementForecasting SkillsSoft Skills

Required

Experience managing revenue retention and product adoption of 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 a place

Comfortable analyzing a business objective and implementing a strategy to help a customer leveraging software to achieve this goal

A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI

Experience managing revenue retention, renewals, and expansion. A track record of accurately forecasting expansion and churn

A proven ability to learn a software product in-depth in order to coach customers on workflows to maximize adoption and value