Manager, Customer Success

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 business and partner on strategic or at risk renewals, adoption plays, or expansion opportunities.


• Leverage tools such as Gong, Salesforce, CSP tool to understand performance of team and provide regular feedback to encourage skill development.


• Recruit and develop new CSMs as needed.


• Ensure CSM processes are rigorously followed, including monthly customer health updates, compliance with renewal stages, risk management, and other customer lifecycle updates.


• Ensure CSMs are meeting with their customers according to expectations, have defined customer goals, have economic buyer relationships, and are working towards or achieving ROI recognition.


• Manage customer escalations. Join customer calls regularly to support strategic or risk customer scenarios.


• Support renewal, expansion, and churn forecasting with accurate and updated customer data.


• Report customer risk and mitigation plans in real time.


• Leverage up-to-date data to accurately forecast renewals, churn, and expansion on a monthly basis.


• Ensure team has data access required efficiently analyze their book of business, including: health, risk, expansion opportunities, upcoming renewals, user turnover, etc.

Requirements

• You have 2+ in a management role in software customer service.


• You have 2+ years experience in a Customer Success or Account Management roles, including retention and commercial responsibilities.


• You have a track record of identifying process gaps, building new playbooks, and driving internal adoption of new processes.


• You possess exceptional communication and soft skills. Deescalation is your super power.


• You are meticulously organized. You are comfortable being accountable for updates across a large customer base, and have a track record of consistently keeping the data fresh.


• You are extremely accountable to customers, teammates, and leadership. You do not care whose job it is, you care that the team and company are successful. You feel ownership over everything you work on.


• You are relentlessly committed to ensuring customers are successful. You’ll go above and beyond to help however you can.

Salary range: $110,000 - $148,000

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:

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  100% coverage of health, dental, and vision for you and your dependent

  
  


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  Competitive compensation philosophy

  
  


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  Unlimited PTO

  
  


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  13+ paid holidays

  
  


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  Company-sponsored wellness stipend

  
  


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  Pre-tax Commuter and FSA/Dependent Care FSA

  
  


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  401(k) plan

  
  


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  Employee recognition program
  
  

  
  

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.