Customer Success Manager

Summary:

As a 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 book of business of ~100 Paperless Parts customers, with a mix of high-touch customers managed directly and low-touch customers managed at scale
• Establish trusted advisor relationships with champions and executives, understanding their priority business objectives and how Paperless Parts helps them achieve these goals
• Ensure your customers understand the full functionality of Paperless Parts are enabled to maximize the value they receive from the system
• Understand why your customers partnered with Paperless Parts and measure success against these goals. Use performance against goals to measure ROI and regularly present ROI realization to the customer
• Manage renewals and retention of your customers, measured by Gross and Net Revenue Retention
• Identify where customers may benefit from additional Paperless Parts functionality or services, including additional software subscriptions or marketing solutions. Partner with Account Management to drive expansion
• Serve as primary point of contact and escalation point in urgent situations. Quarterback escalation and drive to timely resolution
• Regularly report to leadership the health of your customers, with a focus on at-risk customers and your plan to mitigate risk
• Accurately forecast renewals, expansion, and churn within your book of business
• Travel onsite to customers occasionally where an in-person visit will help achieve an important outcome

Requirements

• Experience managing revenue retention and product adoption of customers in a technical customer success or technical account management role
• A background in manufacturing, ideally in custom part or contract manufacturing. An understanding of Sheet Metal Fabrication, CNC Machining, Additive, and other manufacturing processes is a plus
• Comfortable analyzing a business objective and implementing a strategy to help a customer leveraging software to achieve this goal
• A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI
• Experience managing revenue retention, renewals, and expansion. A track record of accurately forecasting expansion and churn.
• A proven ability to learn a software product in-depth in order to coach customers on workflows to maximize adoption and value