Strategic Customer Success Manager

The posting, as Paperless Parts wrote it

Paperless Parts is the SaaS-based intelligence layer for modern manufacturing, enabling our customers to innovate faster in the physical world. 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.

Strategic Customer Success Manager

Location: Boston, MA (Hybrid)

Reports To: Senior Director of Customer Success

Employment Type: Full-Time

Travel: Up to 50%

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

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 produ

[…]
om 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.

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.