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:
Minimum Requirements
- 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: 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.
Skills Required
- 5+ years in a customer-facing B2B SaaS role with direct ownership of account retention, renewals, and expansion.
- Proven track record managing complex, high-value accounts, building trust with C-suite stakeholders, and resolving high-risk escalations.
- Skilled in using data-driven outcomes to articulate ROI and justify contract renewals and expansions.
- Technical aptitude to quickly master complex software and translate technical features into actionable customer workflows.
- Demonstrated ability to mentor team members, optimize internal processes, and partner across Sales, Product, and Support.
- US Citizenship or Green Card Holder (required due to US Export Control Laws).
- Based in Boston, MA with on-site presence (hybrid) and willingness to travel up to 25%.
- Experience in manufacturing (CNC machining, sheet metal fabrication, additive manufacturing).
Paperless Parts, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Paperless Parts, Inc. and has not been reviewed or approved by Paperless Parts, Inc..
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Affordable Benefits — Health, dental, and vision premiums are fully covered for employees and dependents with multiple plan options. Zero‑premium family coverage lowers out‑of‑pocket costs materially.
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Strong & Reliable Incentives — Sales compensation includes competitive bases and on‑target earnings, with incentive structures presented as attractive for roles like AEs and SDRs. This positioning indicates meaningful upside tied to performance.
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Wellbeing & Lifestyle Benefits — Wellness stipends, mental‑health support via an EAP, and office/fitness perks support day‑to‑day wellbeing. Professional development reimbursements extend lifestyle support to growth and learning.
Paperless Parts, Inc. Insights
What We Do
From small local businesses to large multinational corporations, when manufacturers use Paperless Parts they free up valuable time to focus on what is truly important to them. Our customers spend more time with their families, expand their businesses, invest in sustainable practices, and grow as a result of new opportunities. We’re a passionate team that believes manufacturing is a vital component to our everyday lives and the backbone of our economy. We’re dedicated to providing this invaluable industry with a cloud-native platform that empowers the next generation of manufacturers to join the digital age. From life-saving medical devices, to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. Without manufacturing, many new ideas never become reality. It is our mission to enable manufacturers with the technology they need to drive innovation – and our world – forward. Paperless Parts is the leading secure, ITAR compliant, cloud-based sales and quoting platform revolutionizing manufacturing. Our company’s patented technology and proprietary geometry engine unlocks hidden insights that enable job shop manufacturers to modernize and grow their business. Paperless Parts integrates with ERP systems to level up the way manufacturers quote and communicate with customers by rapidly pinpointing manufacturability issues, creating quotes, and processing orders for sheet metal fabrication, CNC machining, and additive manufacturing processes.
Why Work With Us
At Paperless Parts, we are intentional, we are persistent and we are a team. We’re continually improving what we’ve built while still building from the ground up. This creates a fast-paced environment where we work hard and celebrate our wins as a team.
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