Strategic Enterprise CSM: ROI & Multi-Site Growth

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

Benefits offered by this job

Health, dental, vision for you & dep.

Unlimited PTO

13+ paid holidays

Wellness stipend

Pre-tax commuter & FSA

401(k)

Employee recognition

Job summary

Paperless Parts seeks a Strategic Customer Success Manager to act as a trusted partner across enterprise accounts, aligning objectives with day-to-day execution and driving long-term value. You will advocate for customers while coordinating with Sales, Implementation, Product, and Support to secure growth and retention.

You will lead multi-site rollouts, present ROI frameworks to executives, and manage relationships from C-suite to site operators, ensuring adoption and measurable outcomes.

Qualifications

• Proven track record in Customer Success or Technical Account Management for complex B2B enterprise accounts.
• Experience managing portfolio retention and identifying expansion opportunities.
• Strong executive presence with multi-threaded relationship skills.
• Experience leading multi-site software implementations in matrixed environments.
• On-site in Boston, hybrid schedule, with up to 50% travel.

Responsibilities

• Own a portfolio of 20–40 enterprise accounts, driving retention and expansion.
• Build and maintain executive relationships from C-suite to site operators.
• Develop strategic success plans and measure ROI for top accounts.
• Program manage multi-site rollouts to ensure software adoption.
• Lead business reviews and serve as primary escalation point for key needs.
• Collaborate with Sales, Product, and Implementation to align requirements.

Skills

Enterprise CS

Commercial Accountability

Stakeholder Mgmt

Program Mgmt

Manufacturing software

Technical Aptitude

Job description

Paperless Parts seeks a Strategic Customer Success Manager to act as a trusted partner across enterprise accounts, aligning objectives with day-to-day execution and driving long-term value. You will advocate for customers while coordinating with Sales, Implementation, Product, and Support to secure growth and retention.

You will lead multi-site rollouts, present ROI frameworks to executives, and manage relationships from C-suite to site operators, ensuring adoption and measurable outcomes.