Customer Success Manager at Paperless Parts

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

NoVisa

ManufacturingIndustries

Requirements

US Citizenship or Green Card Holder (due to US Export Control Laws)
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; understanding of Sheet Metal Fabrication, CNC Machining, Additive, and other manufacturing processes
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
Full-time position based in Boston, MA, requiring on-site presence with a hybrid schedule; travel up to 25%

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 customers understand the full functionality of Paperless Parts and are enabled to maximize the value they receive from the system
Understand why 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 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 customers, with a focus on at-risk customers and plan to mitigate risk
Accurately forecast renewals, expansion, and churn within the book of business
Travel onsite to customers occasionally where an in-person visit will help achieve an important outcome

Skills

Key technologies and capabilities for this role

Customer SuccessSaaSAccount ManagementROI AnalysisRevenue RetentionCustomer ExpansionEscalation ManagementExecutive Relationships

Questions & Answers

Common questions about this position

Is this role remote or does it require office presence?

This is a full-time position based in Boston, MA, requiring on-site presence with a hybrid schedule as needed, and up to 25% travel.

What salary or compensation is offered for this Customer Success Manager role?

This information is not specified in the job description.

What are the key requirements and skills needed for this position?

Candidates need experience managing revenue retention and product adoption in a technical customer success or account management role, a background in manufacturing (ideally custom part or contract manufacturing with knowledge of processes like Sheet Metal Fabrication and CNC Machining), and a track record of managing customers to business objectives, demonstrating ROI, handling renewals, expansion, and accurate forecasting.

What kind of team or work environment can I expect at Paperless Parts?

This information is not specified in the job description.

What makes a strong candidate for the Customer Success Manager role?

A strong candidate has prior experience in technical customer success or account management with a focus on revenue retention and product adoption, a manufacturing background especially in custom parts, and proven skills in driving customer ROI, renewals, expansion, and forecasting.

Paperless Parts

Cloud-based quoting software for manufacturers

About Paperless Parts

Paperless Parts provides quoting software designed specifically for manufacturers, catering to a wide range of clients from small job shops to large production facilities. The main product is a cloud-based platform that simplifies and speeds up the quoting process, enhancing accuracy. Key features of the platform include advanced analytics, collaboration tools, and a part viewer, which collectively help manufacturers optimize their operations and increase their success rates in winning quotes. Unlike many competitors, Paperless Parts operates on a subscription-based model, allowing clients to access the software for a recurring fee. The company's goal is to make manufacturing more efficient and accessible, ultimately aiming to transform the industry.

Boston, MassachusettsHeadquarters

2017Year Founded

$36.1MTotal Funding

SERIES_BCompany Stage

Industrial & Manufacturing, Enterprise SoftwareIndustries

51-200Employees