Manager, Customer Success

Job Description

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.