Enterprise CSM: ROI & Multi-Site Impact (Hybrid)

Paperless Parts, Inc.; Boston (MA); Hybrid; USD 107,000 - 145,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

13+ paid holidays

Wellness stipend

401(k) plan

Pre-tax Commuter and FSA

Employee recognition program

Job summary

Paperless Parts, Inc. is seeking a Strategic Customer Success Manager to act as a trusted business partner for our enterprise customers, guiding across the lifecycle to deliver measurable outcomes and ROI.

You will build multi-threaded relationships from executive leadership to site operators and collaborate with Sales, Implementation, Product, and Support to advocate for customers and drive renewals and expansion.

Qualifications

• Proven track record in Customer Success or Technical Account Management for complex B2B enterprise accounts.
• Experience managing portfolio retention and driving expansion opportunities.
• Exceptional executive presence with multi-threaded stakeholder management.
• Experience leading multi-site software implementations or rollouts.
• Ability to work on-site in Boston, MA with hybrid schedule and up to 50% travel.
• Background in manufacturing or manufacturing software is a plus.
• Ability to translate complex data/operational workflows into business insights.

Responsibilities

• Own a portfolio of 20–40 enterprise accounts, driving retention and growth.
• Build and maintain executive relationships from C-suite to site operators.
• Develop strategic success plans and measure ROI for executive stakeholders.
• Program manage enterprise-wide, multi-location rollouts for software adoption.
• Lead business reviews and escalations, serving as trusted advisor.
• Collaborate with Sales, Product, and Implementation to advocate customer needs.

Skills

Executive relationship management

Portfolio retention

Stakeholder management

Program management

Multi-site coordination

Technical aptitude for data insights

Cross-functional collaboration

Tools

CRM software (e.g., Salesforce)

Job description

Paperless Parts, Inc. is seeking a Strategic Customer Success Manager to act as a trusted business partner for our enterprise customers, guiding across the lifecycle to deliver measurable outcomes and ROI.

You will build multi-threaded relationships from executive leadership to site operators and collaborate with Sales, Implementation, Product, and Support to advocate for customers and drive renewals and expansion.