Strategic Customer Success Manager

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)

Key Responsibilities

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

Salary range: $107,000 - $145,000

This role is also eligible for commission based compensation

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.

Paperless Parts Life

Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up.

Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity.

Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).

Encinitas Office: Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.

Benefits: We value you and your family. With this in mind, full-time employees are provided:

Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.

Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.