--- title: 'Senior Customer Success Manager at Paperless Parts' canonical: 'https://feeny.ai/job/senior-customer-success-manager-paperless-parts-boston-znv5w3xrnyny' type: 'job' last_seen: '2026-09-09' --- # Senior Customer Success Manager at Paperless Parts - **Company:** Paperless Parts - **Location:** Boston, MA - **Posted:** 2026-08-05 - **Last confirmed live:** 2026-09-09 - **Apply:** https://job-boards.greenhouse.io/paperlessparts/jobs/4720528005 ## Job description 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. Summary: As a Sr. Customer Success Manager, you will be responsible for owning the relationship with a book of business of Paperless Parts customers, 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: - Manage a portfolio of strategic customer relationships by acting as a trusted advisor to key stakeholders and aligning Paperless Parts with their business priorities. - Develop and execute customer success strategies that drive product adoption, demonstrate ROI, and maximize customer value. - Own retention and renewal outcomes, proactively identifying risk and leading complex customer situations and escalations through resolution. - Identify expansion opportunities across additional functionality, services, workflows, or sites, partnering with Account Management to drive growth. - Accurately forecast and document status for renewals, expansion, and churn, clearly communicating risks, drivers, and mitigation plans to leadership. - Serve as a resource and escalation point for other CSMs, providing guidance on complex customer situations while championing continuous improvement through shared best practices, optimized workflows, and scalable solutions across the Customer Success organization. - Foster collaboration across Customer Success, Sales, Product, Support, and other cross-functional teams to drive strategic initiatives and improve customer outcomes. Qualifications: ## Minimum Requirements - Relevant Experience: 5+ years in a customer-facing B2B SaaS role (e.g., Customer Success, Technical Account Management) with direct ownership over account retention, renewals, and expansion. - Executive Presence & Escalation Management: Proven track record of managing complex, high-value accounts, building trust with C-suite stakeholders, and resolving high-risk customer escalations. - Value & ROI Messaging: Skilled in identifying customer business goals and using data-driven outcomes to articulate ROI and justify contract renewals/expansions. - Technical Aptitude: Ability to quickly master complex, technical software and translate technical features into actionable customer workflows. - Cross-Functional Collaboration & Leadership: Demonstrated ability to mentor team members, optimize internal processes, and partner across Sales, Product, and Support. ## Preferred Qualifications - Experience in manufacturing, ideally custom part or contract manufacturing; knowledge of CNC machining, sheet metal fabrication, additive manufacturing, or related processes is a plus. Salary range: $105,674 - $143,000 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: - 100% coverage of health, dental, and vision for you and your dependent - Competitive compensation philosophy - Unlimited PTO - 13+ paid holidays - Company-sponsored wellness stipend - Pre-tax Commuter and FSA/Dependent Care FSA - 401(k) plan - 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. ## About Paperless Parts ## Core Business - **Primary industry**: Manufacturing technology / Industrial software (quoting, sales, and collaboration for job shops) - **Target customers**: B2B – small to large manufacturing job shops (sheet metal fabrication, CNC machining, additive manufacturing) - **Mission**: "To drive innovation forward by making manufacturing more accessible" and "enable manufacturers with the technology they need to drive innovation" ## Products & Services - **[Paperless Parts Platform]**: A cloud-native, ITAR-registered quoting and collaboration SaaS. Features include automated costing and pricing logic, a proprietary geometry engine for manufacturability analysis, integration with ERP systems, and secure file management. Supports sheet metal, CNC machining, turning, and additive manufacturing processes. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metrics**: 500+ customers, 4M+ parts quoted, 22K+ OEMs quoted (as of 2025/2026) - **Notable Investors/Partners**: Not publicly listed; partners include ERP system integrations (e.g., with common manufacturing ERPs) - **Growth Signals**: 120 total employees (Built In, 2025); actively hiring across Customer Success, Engineering, and Sales; hybrid work model with Boston HQ; expanding team and platform capabilities. ## Competitive Advantages - **Patented technology**: Proprietary geometry engine that rapidly identifies manufacturability issues and unlocks hidden insights. - **Security & compliance**: FedRAMP Moderate Equivalent and CMMC-compliant, ITAR registered, 100% US-based system administrators, cloud-native on GovCloud with nightly backups and disaster recovery. - **Built by manufacturers**: Founded out of a real job shop (RAPID Manufacturing), giving deep domain expertise and credibility. - **Flexible workflow**: Platform adapts to each shop’s existing processes rather than forcing a one-size-fits-all approach. ## Strategic Focus - Continue expanding the platform’s capabilities (e.g., additive manufacturing support) - Deepen integrations with ERP and other manufacturing systems - Maintain and extend security certifications to serve defense and aerospace customers - Scale customer success and implementation teams to support growing customer base ## Why Work Here - **Culture**: Values include persistence, teamwork, intentionality, and continuous improvement. Emphasis on open communication, no politics, shared mission. - **Work model**: Hybrid – employees in commuting distance come to the Boston office 2–3 days/week; remote employees supported with tools. - **Benefits**: 100% employer-paid health, dental, and vision for employees and immediate family; unlimited PTO; wellness reimbursement (Peloton, rock climbing, massages, etc.); training and development reimbursements. - **Office**: Located in downtown Boston, designed for productivity with open collaborative spaces, individual desks, quiet areas, pool table, snacks, cold brew on tap, and a friendly office dog. - **Impact**: Work directly with manufacturers producing life-saving medical devices, aerospace components, and other critical products. Start-up environment where every voice matters. ## Sources 1. [paperlessparts.com/company](https://www.paperlessparts.com/company/) 2. [paperlessparts.com](https://www.paperlessparts.com/) 3. [paperlessparts.com/careers](https://www.paperlessparts.com/careers/) 4. [job-boards.greenhouse.io/paperlessparts](http://job-boards.greenhouse.io/paperlessparts) 5. [builtin.com/company/paperless-parts-inc](https://builtin.com/company/paperless-parts-inc) ## Other roles at Paperless Parts - [Senior Implementation Project Manager](https://feeny.ai/job/senior-implementation-project-manager-paperless-parts-encinitas-5f567hwcsw1t) — Encinitas, CA - [Territory Manager - Canada](https://feeny.ai/job/territory-manager-canada-paperless-parts-toronto-cajeyvvcp2tk) — Toronto, Canada - [Senior Implementation Project Manager](https://feeny.ai/job/senior-implementation-project-manager-paperless-parts-boston-bemy8n5hh66w) — Boston, MA - [Manager, Solutions Architecture](https://feeny.ai/job/manager-solutions-architecture-paperless-parts-boston-k9b9s77zy2bs) — Boston, MA - [Product Designer](https://feeny.ai/job/product-designer-paperless-parts-boston-mpmt904abn7h) — Boston, MA - [Senior Software Engineer](https://feeny.ai/job/senior-software-engineer-paperless-parts-boston-vdfe8222ns5b) — Boston, MA - [Staff Machine Learning Engineer, Technical Lead](https://feeny.ai/job/staff-machine-learning-engineer-technical-lead-paperless-parts-boston-at7jeryjcpc3) — Boston, MA - [Business Development Representative](https://feeny.ai/job/business-development-representative-paperless-parts-boston-pjkw4hrp9wez) — Boston, MA - [Senior Customer Success Manager](https://feeny.ai/job/senior-customer-success-manager-fyxer-london-dcbn04asgcmj) — London, United Kingdom - [Senior Customer Success Manager](https://feeny.ai/job/senior-customer-success-manager-benepass-united-states-6ndr2hjh9eg3) — United States