Strategic Customer Success Manager

7+ years of experience in manufacturing, manufacturing software, or a senior-level Customer Success / Technical Account Management role supporting complex enterprise customers

Proven success owning enterprise accounts, with accountability for retention, expansion, and driving measurable business outcomes (ROI)

Ability to build and influence multi-threaded customer relationships, including strong executive presence with C-suite stakeholders

Experience developing and executing strategic success plans and leading multi-site or multi-phase rollouts to drive consistent adoption across complex organizations

Operates as a trusted consultant and advisor to customers—translating data into actionable insights, recommending process and workflow improvements, and partnering cross-functionally to deliver measurable outcomes

Background in manufacturing preferred (custom part or contract manufacturing), with familiarity in processes such as Sheet Metal Fabrication, CNC Machining, Additive Manufacturing, or similar environments

Own a portfolio of 20–40 of Paperless Parts’ largest enterprise customers (up to 15% of recurring revenue), with accountability for retention, expansion, and long-term success

Build and maintain multi-threaded relationships across customer organizations, from executive leadership to site-level operators, ensuring alignment between corporate strategy and local execution

Develop and lead strategic success plans tied to customer business objectives, driving internal cross-functional alignment to deliver measurable outcomes

Establish and communicate ROI frameworks, regularly measuring performance against objectives and presenting insights to executive stakeholders

Lead enterprise-wide, multi-site rollouts, program managing phased implementations to drive consistent adoption and results across locations

Conduct on-site and virtual business reviews, translating data into actionable insights and aligning on priorities with both corporate and operational teams