Senior Customer Success Manager

Paperless Parts; Boston (MA); Hybrid; USD 106,000 - 143,000; Full time

Benefits offered by this job

Health insurance options

Flexible PTO

Paid holidays

Wellness stipend

401(k)

Pre-tax commuter benefits

Recognition program

Job summary

Paperless Parts, a Boston-based SaaS startup, is seeking a Sr. Customer Success Manager to own a book of business, drive adoption of Paperless Parts features, and maximize value to retain and grow customers.

This full-time role requires on-site presence in Boston with a hybrid schedule as needed; travel up to 25% is required. You will collaborate with Sales, Product, and Support to ensure renewals and expansions and strong customer outcomes.

Qualifications

• 5+ years in a customer-facing B2B SaaS role with retain/renewal ownership.
• Strong executive presence and escalation management with C-suite stakeholders.
• Ability to articulate ROI and justify renewals/expansions with data.
• Ability to master complex software quickly and translate into workflows.
• Experience collaborating with Sales, Product and Support.

Responsibilities

• Manage a portfolio of strategic customer relationships as trusted advisor.
• Develop and execute success strategies to drive adoption and ROI.
• Own retention and renewal outcomes and manage renewal risk.
• Identify expansion opportunities and partner with Account Management.
• Forecast and document renewals/expansion/churn with leadership.
• Mentor other CSMs and promote best practices and scalable processes.
• Collaborate across CS, Sales, Product, Support to drive initiatives.

Skills

Customer Success

Account Management

Executive Presence

Data-driven ROI

Technical Aptitude

Cross-functional Leadership

Job description

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. 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.

Summary

As a Sr. Customer Success Manager, you will be responsible for owning the relationship with a book of business of Paperless Parts customers, helping drive their adoption of Paperless Parts features in order to maximize the value they receive from the platform, in order to retain and expand their business.

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 25%.

Responsibilities

• Manage a portfolio of strategic customer relationships by acting as a trusted advisor to key stakeholders and aligning Paperless Parts with their business priorities.
• Develop and execute customer success strategies that drive product adoption, demonstrate ROI, and maximize customer value.
• Own retention and renewal outcomes, proactively identifying risk and leading complex customer situations and escalations through resolution.
• Identify expansion opportunities across additional functionality, services, workflows, or sites, partnering with Account Management to drive growth.
• Accurately forecast and document status for renewals, expansion, and churn, clearly communicating risks, drivers, and mitigation plans to leadership.
• Serve as a resource and escalation point for other CSMs, providing guidance on complex customer situations while championing continuous improvement through shared best practices, optimized workflows, and scalable solutions across the Customer Success organization.
• Foster collaboration across Customer Success, Sales, Product, Support, and other cross-functional teams to drive strategic initiatives and improve customer outcomes.

Qualifications

• Relevant Experience: 5+ years in a customer-facing B2B SaaS role (e.g., Customer Success, Technical Account Management) with direct ownership over account retention, renewals, and expansion.
• Executive Presence & Escalation Management: Proven track record of managing complex, high-value accounts, building trust with C-suite stakeholders, and resolving high-risk customer escalations.
• Value & ROI Messaging: Skilled in identifying customer business goals and using data-driven outcomes to articulate ROI and justify contract renewals/expansions.
• Technical Aptitude: Ability to quickly master complex, technical software and translate technical features into actionable customer workflows.
• Cross-Functional Collaboration & Leadership: Demonstrated ability to mentor team members, optimize internal processes, and partner across Sales, Product, and Support.

Preferred Qualifications

• Experience in manufacturing, ideally custom part or contract manufacturing; knowledge of CNC machining, sheet metal fabrication, additive manufacturing, or related processes is a plus.

Salary range: $105,674 - $143,000

This role is also eligible for commission based compensation

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.

Paperless Parts Life

Culture

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.

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

• 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 & Aff... 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.

Our hiring process uses AI tools to assist with candidate screening and assessment. These tools are designed to enhance human judgment, not replace it. By streamlining the initial steps, AI allows our recruiting team to spend more time focusing on meaningful candidate connections. To learn more about how we use these tools and how your data is protected, please review our Learn More page.