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.

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

Strategic Customer Success Manager

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 Opportunity

As 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.

Key Responsibilities

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 & Experience

Core 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).