Technical Customer Success Manager

About Us:

The wholesale distribution industry is ready for a revolution, and Proton is leading the charge. The world relies on distributors to sell nearly every physical product, but despite its massive contribution to the global economy, this industry has been left behind in terms of technology. Proton is changing that. With AI-powered sales software, we’re breaking through the complexity of selling millions of products and making it easier for distributors to anticipate customer needs. Our mission is to bring the distribution industry into the modern age and the results speak for themselves. Distributors using Proton see 10x ROI, faster new hire ramp-up, and happier sales teams.

In 2022, we raised a $20M Series A backed by Felicis Ventures (investors in Twitch, Shopify, Opendoor, and many others) and Battery Ventures. This year, we’re laser-focused on driving customer growth. If you’re excited about the opportunity to wear multiple hats, and continuously learn and experiment, now’s the time to join the Proton team.

The role:

We’re looking for a Customer Success Manager (Technical) to join our growing CS team at Proton. You’ll own a book of our most important and high-potential customers and serve as a true partner and trusted advisor—guiding them from onboarding through expansion.

You will be responsible for strategic customer relationships: managing renewals, building executive trust, identifying growth opportunities, and helping customers achieve measurable business value. At the same time, you'll be expected to develop enough technical fluency with our product—especially around data, workflows, and reporting—to confidently guide early troubleshooting steps, assess feasibility, and collaborate effectively with technical teams when needed.

This is not a handoff role—you’ll be expected to take full ownership of your accounts, lead cross-functional collaboration, and escalate when necessary.

We’re hiring someone in the Greater Boston area open to a hybrid schedule (3 days in-office/week). Travel expected: ~10+ times/year to visit customers.

What you’ll do: 

• Own strategic relationships: Become deeply embedded within your accounts—building trust from frontline users to C-suite executives. You’ll lead executive conversations, ensure alignment on goals, and be the primary point of contact across the lifecycle.
• Drive and demonstrate value: Understand each customer’s business model and strategic priorities. Clearly articulate how Proton’s CRM and Sales AI solutions create impact, and tailor value delivery accordingly.
• Develop and execute account plans: Build success strategies for each customer, aligning adoption and growth goals with measurable outcomes. Track progress, adjust when needed, and drive toward retention and expansion.
• Drive adoption and workflow integration: Ensure customers fully leverage Proton's capabilities by embedding best practices into their day-to-day sales processes. Help customers connect our product to their internal workflows.
• Identify and pursue expansion: Proactively uncover opportunities for upsell or cross-sell (<$50K) and collaborate with Sales to expand Proton’s footprint within your accounts.
• Triage technical needs independently: Learn how our platform works—especially around data, workflows, and reporting—so you can troubleshoot, answer early-stage technical questions, and determine feasibility before looping in Solutions or Support.
• Leverage Looker for insights and storytelling: Use Looker to explore data, identify trends, and surface insights that support your recommendations and value narrative with customers.
• Solve creatively, escalate thoughtfully: When blockers arise, you’ll roll up your sleeves to dig in—whether that means reading docs or understanding what the expected behavior should look like, you’ll own the outcome while collaborating cross-functionally.
• Be the voice of the customer: Advocate internally for your accounts—ensuring their goals, blockers, and feedback are heard by Product, Engineering, and Leadership.
• Contribute to our CS evolution: Bring ideas to improve our playbooks, tools, and ways of working. We’re still building—and your input matters.

You'll be a great fit for this role if you are:

• Strategic and customer-focused—you care deeply about understanding a customer’s business, aligning solutions, and making value visible.
• Confident and comfortable with product mechanics—you don’t need to be an engineer, but you’re happy learning technical workflows, aski