Manager, Customer Success

Job description

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. 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 Manager of Customer Success you will directly manage the Customer Success Manager (CSM) team. The CSM team is responsible for owning the relationship with Paperless Parts customers after the conclusion of their onboarding, 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: - Directly manage 6 CSMs and Associate CSMs, each responsible for ~125 customers and $3M in ARR. - Refine and develop process, documentation, and playbooks to support common customer interaction scenarios. - Provide regular coaching and career development to CSMs. Work closely with CSMs to deeply understand their books of bus...