Customer Success Manager

Your purpose: 

Customer Success is at the center of everything we do. As we add more features and capabilities to our platform, we  are building a team that will focus on customer adoption, feature utilization, and enablement to maximize value  realization for our customers. We are looking for a Customer Success Manager to join our team that will establish  trusted relationships with our customers and internal teams that result in high satisfaction and renewal rates. 

Our Customer Success Managers work collaboratively with other internal teams to support customer needs throughout the lifecycle. The team will also partner with  Product and Engineering teams to capture customer feedback and influence platform enhancements. This role owns post-implementation success and supports the customer evolution with The Paperless Parts platform. 

Customer Success Managers will become experts in manufacturing processes such as CNC machining, sheet metal fabrication, and 3D printing. 

Who you are: 

You’re an experienced Customer Success Manager with a proven track record of delivering positive outcomes for your customers. You practice extreme ownership and work collaboratively across the organization to mitigate risks and  identify creative solutions to problems.  

You take a consultative approach with customers through leveraging product utilization data and you know how to  effectively prioritize customer requests/ requirements. You are also someone who cares deeply about helping customers  achieve their business goals by understanding industry trends. 

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

Responsibilities: 

• Develop and maintain a proactive engagement strategy for your customer base
• Own the risk mitigation, contract conversion, renewal and upsell strategy for each customer  
• Understand org chart of your customers, and maintain engagement with appropriate stakeholders and decision makers
• Maintain and understanding of the health of your book of business, proactively identifying risk when it arises
• Drive feature utilization and adoption across the Paperless Parts Platform to ensure the customer is receiving the full value of our product 
• Collaborate with Product teams to develop internal processes to learn, test, gather feedback on new product  features, and develop ongoing customer education process 
• Reassess customer needs throughout the lifecycle and engage appropriate stakeholders to implement solutions  for ongoing success                   
• Use technology stack to understand customer enablement gaps and deliver training to mitigate risk 
• Train new platform users in your customer base. 
• Leverage data to identify critical customer challenges or blockers that could put customer renewal at risk and  look to improve the current metrics that are tracked 
• Assist in triaging customer issues and engage appropriate internal stakeholders to drive resolution 
• Ensure high customer satisfaction and reference ability 
• Update and maintain the CRM database with the most relevant account and relationship details
• Travel to customers as needed, COVID-19 vaccination recommended

Requirements:  

• 3-7 years experience in Customer Success, Sales or Account Management role with a technical focus, SaaS  technology experience preferred 
• High level of organization in your day to day operations- you understand what it means to be responsible for a  customer portfolio and to prioritize your time efficiently 
• Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both  internally and externally 
• Excellent problem solver, ability to work cross-functionally to deliver results 
• Ability to work both independently and collaboratively, think creatively tackle challenges 
• Experience in the manufacturing space, or a high-level understanding of manufacturing processes
• To be able to be on site in our downtown Boston office 3 days a week including Mondays