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Paperless Parts is the SaaS-based intelligence layer for modern manufacturing, enabling our customers to innovate faster in the physical world. From rockets to medical devices, we power the parts that move the world forward.
Location: Boston, MA (Hybrid)
Reports To: Senior Director of Customer Success
Employment Type: Full-Time
Travel: Up to 50%
This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.
The OpportunityAs a Strategic Customer Success Manager, you will operate as a trusted business partner to our enterprise customers, engaging across all phases of the customer lifecycle to drive long-term value and measurable business outcomes. You will build and maintain multi-threaded relationships across all levels of the customer organization—from executive leadership to site-level operators—ensuring alignment between corporate objectives and day-to-day execution.
In this role, you will provide data-driven insights and strategic guidance, helping customers optimize platform performance and overcome operational challenges across locations. You will partner closely with internal teams, including Sales, Implementation, Product, and Support, to advocate for your customers, influence product direction, and secure long-term account growth and retention.
What Success Looks Like (First 6–12 Months)- Portfolio Health & Retention: Maintain net revenue retention above target across your assigned enterprise account portfolio.
- Multi-Site Adoption: Successfully execute phased rollouts across complex customer organizations to achieve target seat and workflow adoption milestones.
- Value Realization: Establish and present quantified ROI frameworks to executive stakeholders during quarterly business reviews for top-tier accounts.
- Portfolio Management: Own a portfolio of 20–40 enterprise accounts representing up to 15% of ARR, driving retention, expansion, and long-term customer success.
- Executive Relationship Building: Build and maintain multi-threaded relationships from C-suite leadership to site-level operators to align corporate strategy with operational execution.
- Account Strategy & ROI: Develop strategic success plans tied to customer business objectives, regularly measuring performance and communicating ROI to executive stakeholders.
- Multi-Site Rollouts: Program manage enterprise-wide, multi-location rollouts to ensure consistent software adoption and operational results.
- Business Reviews & Escalations: Conduct on-site and virtual business reviews, serving as the trusted advisor and primary escalation point for critical account needs.
- Cross-Functional Collaboration: Partner with Sales, Product, and Implementation teams to advocate for customer requirements, inform product strategy, and drive renewals and expansion.
Relationship Expansion: Partner with Sales team to identify opportunities to expand the commercial relationship with strategic customers based on existing ROI recognition and future value creation.
Qualifications & ExperienceCore Requirements- Enterprise Customer Management: Proven track record in Customer Success or Technical Account Management supporting complex B2B enterprise accounts.
- Commercial Accountability: Demonstrated experience managing portfolio retention, identifying expansion opportunities, and driving measurable ROI.
- Stakeholder Management: Exceptional executive presence with experience managing multi-threaded relationships across leadership and operational teams.
- Program Management: Experience leading complex, multi-site software implementations or rollouts in matrixed environments.
- Location: Ability to work on-site in Boston, MA on a hybrid schedule, with up to 50% travel required.
- Domain Expertise: Background in manufacturing or manufacturing software (e.g., Sheet Metal Fabrication, CNC Machining, Additive Manufacturing).
- Technical Aptitude: Experience translating complex technical data and operational workflows into actionable business insights.
Salary range: $107,000 - $145,000
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
- Proven experience in Customer Success or Technical Account Management supporting complex B2B enterprise accounts
- Experience managing portfolio retention and identifying expansion opportunities
- Experience driving measurable customer ROI
- Exceptional executive presence and stakeholder management experience across leadership and operational teams
- Experience leading complex, multi-site software implementations or rollouts in matrixed environments
- Ability to work on-site in Boston, Massachusetts, on a hybrid schedule
- Ability to travel up to 50%
- Background in manufacturing or manufacturing software, such as sheet metal fabrication, CNC machining, or additive manufacturing
- Experience translating complex technical data and operational workflows into actionable business insights
- US Citizenship or Green Card Holder status due to US Export Control Laws
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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