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VP of Customer Success - Paperless Parts

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Job Title
VP of Customer Success
Job Location
Boston, MA
Job Description

Who are we: 

From small local businesses to large multinational corporations, when manufacturers use Paperless Parts, they free up valuable time to focus on what is truly important to them. Our customers spend more time with their families, expand their businesses, invest in sustainable practices, and grow as a result of new opportunities. We’re a passionate team that believes manufacturing is a vital component of our everyday lives and the backbone of our economy. We’re dedicated to providing this invaluable industry with a cloud-native platform that empowers the next generation of manufacturers to join the digital age. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. Without manufacturing, many new ideas never become a reality. It is our mission to enable manufacturers with the technology they need to drive innovation – and our world – forward.

Paperless Parts is a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a fast-scaling company that is revolutionizing an entire industry, read on and apply!     

Due to the nature of our business and interaction with external clients, Paperless Parts has a COVID-19 vaccination mandate. (Unvaccinated persons may request medical or religious accommodations on a case-by-case basis). 

The Opportunity: 

We seek a VP of Customer Success that can scale the Customer Success and Support organization and create systems to efficiently provide our customers with the highest level of support possible. White glove support is a key differentiator for our business and serves a moat for competitors. Our VP will continue to build the team while building data-driven processes that drive accountability. As a member of the executive management team, the VP of Customer Success will report to the CEO, and work closely with our Sales, Implementation, and Product teams to play a critical role in shaping the company’s strategic planning.

Who you are:

You are an individual who is passionate about building teams and systems. You have seen this sprint before at other venture-backed, early-stage companies (Series B-D) and can pattern-match what a winning customer success organization and motion looks like. You are experienced in all facets of hiring including budget management, recruiting, candidate evaluation, and closing for both individual contributors and managers. You enjoy presenting to large groups and selling the vision of the world-class Customer Success team you are building. You’ve mentored managers before and feel a sense of accomplishment watching them get the best out of their teams. 

Additionally, you like getting into the product to understand the vision and mission at a level that keeps you close to the challenges customers are facing daily. Finally, all leaders at Paperless are expected to lead with empathy. This means that you have developed an intuition on how to push your team to get the best out of them while knowing when it is time to take everyone out for a fun event to decompress.

Responsibilities:

  • Recruit, mentor, manage, and scale our Customer Support and Success team 
  • Build systems that allow you to use data to understand and communicate customer success and pain points in the platform
  • Provide checks and balances for the implementation team ensuring customers do not transition to customer success until they are fully onboarded
  • Monitor and work to prevent customer churn where possible to maintain our industry-leading gross retention rate
  • Sell the vision and lead from the front with passion and enthusiasm 
  • Set clear expectations and create a positive work environment based on accountability
  • Coach your team, perform regular performance reviews, and give regular feedback
  • Partner with other managers to ensure a consistent approach to managing our teams
  • Work cross-functionally to deliver on business goals and create tight collaboration and coordination between product, sales, and implementation
  • Create a customer service culture that ensures responsiveness and collaboration to provide our customers with the highest level of support
  • Ensure we are using data to proactively identify opportunities to support customers rather than being reactive
  • Build playbooks to drive product adoption and introduce customers to new platform features that continue to increase the value they are getting from our solution
  • Identify opportunities for growth through upsells and collaborate with the sales team to ensure customers are increasing their lifetime value and net dollar retention

This position requires activities that are subject to US Export Control Laws and requires US Citizenship or Green Card holders.

Knowledge, Skills, and Abilities:

  • Bachelor's Degree.
  • 10+ years of customer success management experience
  • Strong understanding of platform analytics 
  • Process first mindset 
  • Excellent communication, collaboration, and team-building skills.
  • Experience working in SAAS software development from Series A to IPO 

Paperless Parts life:

Paperless Parts is an exciting Boston-based Series B SaaS company that has created the leading cloud-native software platform for manufacturers. 

Team: You will be joining a highly driven and collaborative team dedicated to empowering the next generation of manufacturers to join the digital age.

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. This creates a fast-paced environment where we work hard and celebrate our wins. 

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. We operate on a hot desk system which is when employees can grab any available desk on a first-come, first-serve basis. We have the top floor of a renovated brick and beam building where you will always be greeted by our friendly office dog, Bella, and have access to snacks, a rotating selection of beer on tap, and regularly catered meals. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.

Boston Location: Our headquarters is located in the bustling West End neighborhood of Boston, MA, and across the street from the new Hub Hall at TD Garden and North Station for easy access to most transit routes (Orange/Green Line and Commuter Rail) or a 6-minute walk from the Blue Line. Secure bike storage is available. 

Encinitas Office: Our California office is our newest office which seats about 15 hardworking BDRs and Account Executives individuals. 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 comes stocked with snacks, coffee and regularly catered meals. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of restaurants, bars, and 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 dependents
  • Competitive pay and equity 
  • Unlimited PTO 
  • 13+ paid holidays
  • Work from home flexibility
  • Company-sponsored wellness stipend/free gym membership
  • Company-sponsored life, disability, and voluntary life insurance 
  • Pre-tax Commuter and FSA/Dependent Care FSA 
  • 401(k) plan
  • Employee recognition program

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

 

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Paperless Parts Headquarters Location

Boston, MA

Paperless Parts Company Size

Between 20 - 50 employees

Paperless Parts Founded Year

2017

Paperless Parts Funding Rounds

  • Series B

    $30,000,000 USD