Customer Success Manager

Paperless Parts provides the manufacturing industry with a SaaS platform that empowers the next generation of manufacturers to join the digital age. When manufacturers use our product, they free up valuable time for faster quoting and estimating, leading to increased profitability and reduced manual steps. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. It is our mission to enable manufacturers with the technology they need to drive innovation forward.

We are a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a Series B fast-scaling company that is revolutionizing an essential industry, read on and apply!

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

Who are we:

From small local businesses to large multinational corporations, when manufacturers use Paperless Parts, they free up valuable time to focus on what is truly important to them. Our customers spend more time with their families, expand their businesses, invest in sustainable practices, and grow as a result of new opportunities. We’re a passionate team that believes manufacturing is a vital component of our everyday lives and the backbone of our economy. We’re dedicated to providing this invaluable industry with a cloud-native platform that empowers the next generation of manufacturers to join the digital age. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. Without manufacturing, many new ideas never become a reality. Our mission is to enable manufacturers with the technology they need to drive innovation – and our world – forward.

Paperless Parts is a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a fast-scaling company that is revolutionizing an entire industry, read on and apply!

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 role offers hybrid flexibility with expectations to be onsite at least 3 days per week. 

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  
• 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 i