Summary:
As a Strategic Customer Success Manager, you will operate as a trusted business partner to our strategic enterprise customers, engaging across all phases of the customer lifecycle to drive long-term value and measurable business outcomes. You will build and maintain 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 to customer stakeholders, helping them understand the performance of our platform, identify opportunities for optimization, and address operational challenges. You will act as the connective thread across customer teams, ensuring consistency, adoption, and continuous improvement across locations.
You will partner closely with internal teams, including Sales, Implementation, Product, and Support, to advocate for your customers, influence product direction, and ensure a seamless customer experience. Success in this role is defined by your ability to drive adoption, demonstrate business impact, and secure long-term customer growth and retention.
This is a full-time position based in Boston, MA, requiring on-site presence with flexibility for a hybrid schedule as needed. Travel is required for this role up to 50%.
Responsibilities:
- Own a portfolio of 20–40 of Paperless Parts’ largest enterprise customers (up to 15% of recurring revenue), with accountability for retention, expansion, and long-term success
- Build and maintain multi-threaded relationships across customer organizations, from executive leadership to site-level operators, ensuring alignment between corporate strategy and local execution
- Develop and lead strategic success plans tied to customer business objectives, driving internal cross-functional alignment to deliver measurable outcomes
- Establish and communicate ROI frameworks, regularly measuring performance against objectives and presenting insights to executive stakeholders
- Lead enterprise-wide, multi-site rollouts, program managing phased implementations to drive consistent adoption and results across locations
- Conduct on-site and virtual business reviews, translating data into actionable insights and aligning on priorities with both corporate and operational teams
- Serve as the primary escalation point and trusted advisor, combining deep platform and industry expertise to guide customers and ensure best-in-class outcomes
- Own renewals, retention forecasting, and expansion strategy, while providing structured feedback to Paperless Parts leadership on account health, customer outcomes, and market trends to inform product and company strategy
Requirements
- 7+ years of experience in manufacturing, manufacturing software, or a senior-level Customer Success / Technical Account Management role supporting complex enterprise customers
- Proven success owning enterprise accounts, with accountability for retention, expansion, and driving measurable business outcomes (ROI)
- Ability to build and influence multi-threaded customer relationships, including strong executive presence with C-suite stakeholders
- Experience developing and executing strategic success plans and leading multi-site or multi-phase rollouts to drive consistent adoption across complex organizations
- Operates as a trusted consultant and advisor to customers—translating data into actionable insights, recommending process and workflow improvements, and partnering cross-functionally to deliver measurable outcomes
- Background in manufacturing preferred (custom part or contract manufacturing), with familiarity in processes such as Sheet Metal Fabrication, CNC Machining, Additive Manufacturing, or similar environments
Salary Range: $107,000 - $145,000 base
This role is also eligible for commission-based compensation ranging from 25-35% of the base salary.
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
- US Citizenship or Green Card Holder (required due to US Export Control Laws)
- 7+ years of experience in manufacturing, manufacturing software, or senior-level Customer Success/Technical Account Management supporting complex enterprise customers
- Proven success owning enterprise accounts with accountability for retention, expansion, and driving measurable business outcomes (ROI)
- Ability to build and influence multi-threaded customer relationships and strong executive presence with C-suite stakeholders
- Experience developing and executing strategic success plans and leading multi-site or multi-phase rollouts
- Operate as a trusted consultant/advisor: translate data into actionable insights, recommend process/workflow improvements, and partner cross-functionally
- Background in manufacturing preferred (custom part or contract manufacturing) with familiarity in Sheet Metal Fabrication, CNC Machining, Additive Manufacturing, or similar
- Based in Boston, MA with on-site presence required (hybrid flexibility)
- Willingness to travel up to 50%
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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