Senior Customer Success Manager
Position Summary & Responsibilities
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.
Summary:
As a Sr. 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 portfolio of strategic customer relationships by acting as a trusted advisor to key stakeholders and aligning Paperless Parts with their business priorities.
- Develop and execute customer success strategies that drive product adoption, demonstrate ROI, and maximize customer value.
- Own retention and renewal outcomes, proactively identifying risk and leading complex customer situations and escalations through resolution.
- Identify expansion opportunities across additional functionality, services, workflows, or sites, partnering with Account Management to drive growth.
- Accurately forecast and document status for renewals, expansion, and churn, clearly communicating risks, drivers, and mitigation plans to leadership.
- Serve as a resource and escalation point for other CSMs, providing guidance on complex customer situations while championing continuous improvement through shared best practices, optimized workflows, and scalable solutions across the Customer Success organization.
- Foster collaboration across Customer Success, Sales, Product, Support, and other cross-functional teams to drive strategic initiatives and improve customer outcomes.
Qualifications:
Minimum Requirements
- Relevant Experience: 5+ years in a customer-facing B2B SaaS role (e.g., Customer Success, Technical Account Management) with direct ownership over account retention, renewals, and ex
Key Role Competencies & Evaluation Highlights
Measures domain translation speed—how fast a technologist can grasp traditional manufacturing/job-shop workflows and map them to SaaS architecture.
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