Summary:

As a Senior Technical Project Manager, you will lead enterprise implementations by combining strong business acumen, strategic project management, and product expertise. You will guide customers through system integrations, process transformation, and organizational change while helping them maximize value from the platform.

This role requires the ability to operate across all levels of an organization, from core users to executive leadership. The successful candidate will be adept at  driving alignment, navigating complex stakeholder dynamics, managing difficult conversations, and escalating issues when necessary to ensure successful outcomes.

This is a full-time position based in the Boston, MA office with a hybrid schedule requiring on-site presence 3 days per week.

Responsibilities:

• Own end-to-end delivery of implementation projects, balancing scope, timeline, budget, and outcomes.
• Tailor implementation plans to support technical delivery and meet unique customer requirements, adjusting dynamically as needs evolve.
• Partner with customers to drive process change, helping them evaluate and improve workflows to achieve better business outcomes.
• Lead process discovery and mapping sessions to define current-state workflows and design improved future-state processes aligned to the platform.
• Train customers on end to end process and product functionality. 
• Communicate clearly across stakeholders, including leading executive-level discussions and escalations.
• Proactively identify risks, manage scope, and resolve issues through negotiation and problem-solving.
• Drive rigor in execution, ensuring process adherence and adapting with sound judgment and creativity to achieve desired outcomes.
• Manage resource allocation across projects, collaborating with other Implementation Project Managers and leadership to prioritize work and adjust resources as changes in plans arise.
• Build strong internal and external relationships while holding teams accountable and driving decisions forward.
• Maintain key project documentation and continuously improve internal and customer processes.
• Travel to customer sites 1–3 times per month.

Requirements

• 8+ years of experience in customer-facing implementation or project management, preferably in SaaS or technology.
• Strong business acumen with the ability to understand and improve customer processes.
• Proven ability to lead process discovery and mapping workshops and translate findings into actionable solutions.
• Demonstrated experience managing resources across multiple projects, balancing customer success with team capacity constraints.
• Excellent written and verbal communication skills with experience engaging both operational users and executive stakeholders.
• Ability to handle difficult conversations, negotiate priorities, and manage expectations.
• Experience driving executive-level escalations and influencing outcomes.
• Highly organized, adaptable, and effective in fast-paced, ambiguous environments.
• Experience in manufacturing, supply chain, or process improvement (Lean/Six Sigma) is strongly desired.

What Success Looks Like

• On-time, on-budget  implementations with strong customer adoption and measurable customer value.
• Clear alignment across stakeholders, including executive leadership.
• Effective navigation of complex challenges, driving decisions and outcomes.

Salary range: $120,000-$160,000

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.

Summary:

As a Senior Technical Project Manager, you will lead enterprise implementations by combining strong business acumen, strategic project management, and product expertise. You will guide customers through system integrations, process transformation, and organizational change while helping them maximize value from the platform.

This role requires the ability to operate across all levels of an organization, from core users to executive leadership. The successful candidate will be adept at  driving alignment, navigating complex stakeholder dynamics, managing difficult conversations, and escalating issues when necessary to ensure successful outcomes.

This is a full-time position based in the Encinitas, CA office with a hybrid schedule requiring on-site presence 3 days per week.

Responsibilities:

• Own end-to-end delivery of implementation projects, balancing scope, timeline, budget, and outcomes.
• Tailor implementation plans to support technical delivery and meet unique customer requirements, adjusting dynamically as needs evolve.
• Partner with customers to drive process change, helping them evaluate and improve workflows to achieve better business outcomes.
• Lead process discovery and mapping sessions to define current-state workflows and design improved future-state processes aligned to the platform.
• Train customers on end to end process and product functionality. 
• Communicate clearly across stakeholders, including leading executive-level discussions and escalations.
• Proactively identify risks, manage scope, and resolve issues through negotiation and problem-solving.
• Drive rigor in execution, ensuring process adherence and adapting with sound judgment and creativity to achieve desired outcomes.
• Manage resource allocation across projects, collaborating with other Implementation Project Managers and leadership to prioritize work and adjust resources as changes in plans arise.
• Build strong internal and external relationships while holding teams accountable and driving decisions forward.
• Maintain key project documentation and continuously improve internal and customer processes.
• Travel to customer sites 1–3 times per month.

Requirements

• 8+ years of experience in customer-facing implementation or project management, preferably in SaaS or technology.
• Strong business acumen with the ability to understand and improve customer processes.
• Proven ability to lead process discovery and mapping workshops and translate findings into actionable solutions.
• Demonstrated experience managing resources across multiple projects, balancing customer success with team capacity constraints.
• Excellent written and verbal communication skills with experience engaging both operational users and executive stakeholders.
• Ability to handle difficult conversations, negotiate priorities, and manage expectations.
• Experience driving executive-level escalations and influencing outcomes.
• Highly organized, adaptable, and effective in fast-paced, ambiguous environments.
• Experience in manufacturing, supply chain, or process improvement (Lean/Six Sigma) is strongly desired.

What Success Looks Like

• On-time, on-budget  implementations with strong customer adoption and measurable customer value.
• Clear alignment across stakeholders, including executive leadership.
• Effective navigation of complex challenges, driving decisions and outcomes.

Salary range: $120,000-$160,000

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.

Summary:

As a Senior Implementation Project Manager, you will lead enterprise implementations by combining strong business acumen, strategic project management, and product expertise. You will guide customers through system integrations, process transformation, and organizational change while helping them maximize value from the platform.

This role requires the ability to operate across all levels of an organization, from core users to executive leadership. The successful candidate will be adept at  driving alignment, navigating complex stakeholder dynamics, managing difficult conversations, and escalating issues when necessary to ensure successful outcomes.

This is a full-time position based in the Encinitas, CA office with a hybrid schedule requiring on-site presence 3 days per week.

Responsibilities:

• Own end-to-end delivery of implementation projects, balancing scope, timeline, budget, and outcomes.
• Tailor implementation plans to support technical delivery and meet unique customer requirements, adjusting dynamically as needs evolve.
• Partner with customers to drive process change, helping them evaluate and improve workflows to achieve better business outcomes.
• Lead process discovery and mapping sessions to define current-state workflows and design improved future-state processes aligned to the platform.
• Train customers on end to end process and product functionality. 
• Communicate clearly across stakeholders, including leading executive-level discussions and escalations.
• Proactively identify risks, manage scope, and resolve issues through negotiation and problem-solving.
• Drive rigor in execution, ensuring process adherence and adapting with sound judgment and creativity to achieve desired outcomes.
• Manage resource allocation across projects, collaborating with other Implementation Project Managers and leadership to prioritize work and adjust resources as changes in plans arise.
• Build strong internal and external relationships while holding teams accountable and driving decisions forward.
• Maintain key project documentation and continuously improve internal and customer processes.
• Travel to customer sites 1–3 times per month.

Requirements

• 8+ years of experience in customer-facing implementation or project management, preferably in SaaS or technology.
• Strong business acumen with the ability to understand and improve customer processes.
• Proven ability to lead process discovery and mapping workshops and translate findings into actionable solutions.
• Demonstrated experience managing resources across multiple projects, balancing customer success with team capacity constraints.
• Excellent written and verbal communication skills with experience engaging both operational users and executive stakeholders.
• Ability to handle difficult conversations, negotiate priorities, and manage expectations.
• Experience driving executive-level escalations and influencing outcomes.
• Highly organized, adaptable, and effective in fast-paced, ambiguous environments.
• Experience in manufacturing, supply chain, or process improvement (Lean/Six Sigma) is strongly desired.

What Success Looks Like

• On-time, on-budget  implementations with strong customer adoption and measurable customer value.
• Clear alignment across stakeholders, including executive leadership.
• Effective navigation of complex challenges, driving decisions and outcomes.

Salary range: $120,000-$160,000

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.

Position Summary

Join our team as an HR Coordinator and become the driving force behind our exceptional employee culture, from the moment a new hire walks through the door to their final farewell. You will own the entire employee lifecycle, spearheading engaging experiences, coordinating vital Diversity, Equity, and Inclusion (DEI) initiatives, and planning memorable company events. If you are a proactive, organized, and tech-savvy individual excited to leverage AI and automation to scale HR efficiency while keeping a deeply people-focused approach, this is your opportunity to make a real impact.

This is a full-time position based in the Boston, MA office with a hybrid schedule requiring on-site presence 3 days per week.

Key Responsibilities

HR Coordination

• Support day-to-day HR operations, including employee records management, and HRIS updates, leveraging AI and automation tools to improve accuracy and efficiency
• Ensure compliance with state employment laws and regulations, including wage requirements, leave policies, and reporting obligations
• Assist with benefits administration, employee inquiries, and HR policy communication, including researching and implementing tools to automate and scale responses while maintaining a high-quality employee experience
• Process and manage end-to-end payroll for employees, ensuring accuracy and timeliness
• Coordinate and support Diversity, Equity, and Inclusion (DEI) initiatives and meetings, driving engagement and fostering an inclusive workplace culture
• Manage end-to-end employee offboarding process, including drafting separation paperwork, ensuring compliance with company policies, and accurately processing terminations within Rippling, leveraging automated workflows and AI tools to improve efficiency and reduce manual errors.

Onboarding & Training Coordination

• Manage and continuously improve the onboarding experience for new hires, ensuring a seamless introduction to our company values and culture, while incorporating AI-driven tools to scale onboarding workflows
• Coordinate orientation sessions, training schedules, and cross-functional onboarding activities
• Partner with managers to ensure role-specific training plans are executed
• Track onboarding progress, analyze feedback, and recommend improvements using data 

Administrative Support

• Coordinate office operations by managing vendors, ordering supplies and snacks, maintaining shared spaces, and submitting facility and building service requests
• Provide comprehensive administrative support to the HR team, contribute to special projects and initiatives, and plan and execute company events that strengthen team morale and celebrate our company culture
• Coordinate company-wide meetings, and oversee internal communications, ensuring all participants are prepared and aligned for effective collaboration
• Identify and implement opportunities to enhance operational processes through AI-driven solutions, improving efficiency, accuracy, and overall team productivity

Qualifications

• Bachelor’s degree in Human Resources, Education, Organizational Development, or related field (or equivalent experience)
• Minimum of 1-2 years of experience in HR coordination
• Familiarity with HRIS, experience with Rippling is a plus 
• Demonstrated proficiency in Excel for data management, analysis, and reporting to inform HR recommendations and track progress against goals
• Strong organizational skills and attention to detail
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and work independently

Salary Range:  $62,900 - $85,100

Summary:

As a Senior Implementation Project Manager, you will lead enterprise implementations by combining strong business acumen, strategic project management, and product expertise. You will guide customers through system integrations, process transformation, and organizational change while helping them maximize value from the platform.

This role requires the ability to operate across all levels of an organization, from core users to executive leadership. The successful candidate will be adept at  driving alignment, navigating complex stakeholder dynamics, managing difficult conversations, and escalating issues when necessary to ensure successful outcomes.

This is a full-time position based in the Boston, MA office with a hybrid schedule requiring on-site presence 3 days per week.

Responsibilities:

• Own end-to-end delivery of implementation projects, balancing scope, timeline, budget, and outcomes.
• Tailor implementation plans to support technical delivery and meet unique customer requirements, adjusting dynamically as needs evolve.
• Partner with customers to drive process change, helping them evaluate and improve workflows to achieve better business outcomes.
• Lead process discovery and mapping sessions to define current-state workflows and design improved future-state processes aligned to the platform.
• Train customers on end to end process and product functionality. 
• Communicate clearly across stakeholders, including leading executive-level discussions and escalations.
• Proactively identify risks, manage scope, and resolve issues through negotiation and problem-solving.
• Drive rigor in execution, ensuring process adherence and adapting with sound judgment and creativity to achieve desired outcomes.
• Manage resource allocation across projects, collaborating with other Implementation Project Managers and leadership to prioritize work and adjust resources as changes in plans arise.
• Build strong internal and external relationships while holding teams accountable and driving decisions forward.
• Maintain key project documentation and continuously improve internal and customer processes.
• Travel to customer sites 1–3 times per month.

Requirements

• 8+ years of experience in customer-facing implementation or project management, preferably in SaaS or technology.
• Strong business acumen with the ability to understand and improve customer processes.
• Proven ability to lead process discovery and mapping workshops and translate findings into actionable solutions.
• Demonstrated experience managing resources across multiple projects, balancing customer success with team capacity constraints.
• Excellent written and verbal communication skills with experience engaging both operational users and executive stakeholders.
• Ability to handle difficult conversations, negotiate priorities, and manage expectations.
• Experience driving executive-level escalations and influencing outcomes.
• Highly organized, adaptable, and effective in fast-paced, ambiguous environments.
• Experience in manufacturing, supply chain, or process improvement (Lean/Six Sigma) is strongly desired.

What Success Looks Like

• On-time, on-budget  implementations with strong customer adoption and measurable customer value.
• Clear alignment across stakeholders, including executive leadership.
• Effective navigation of complex challenges, driving decisions and outcomes.

Salary range: $120,000-$160,000

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.

Summary:

As a Solution Architect at Paperless Parts, you will play a pivotal role in bridging the gap between our customers’ business needs and our product’s technical capabilities. You’ll partner closely with both our Sales and Professional Services teams to ensure customers receive solutions that are technically sound, scalable, and aligned with their strategic objectives.

In the pre-sales stage, you’ll work alongside Account Executives and Solutions Engineers to engage prospects in discovery, evaluate their manufacturing workflows, and scope tailored solutions. This includes identifying integration requirements (ERP, CRM), determining implementation complexity, and shaping Statements of Work and project plans that set realistic expectations.

Post-sale, you’ll be a resource to the implementation teams, providing context and guidance around our services engagements, ensuring a smooth path to go-live. You’ll act as the technical lead on large implementation projects, partnering with project managers, engineers, and customer stakeholders to deliver lasting value through platform adoption.

This role is ideal for someone who thrives at the intersection of manufacturing process expertise, technical systems knowledge, and customer-facing collaboration.

This is a full-time position based in Boston, MA and requires on-site presence, with a hybrid schedule as needed.  

Responsibilities

• Lead technical design and business process discovery sessions to identify client requirements, uncover operational challenges, align solutions with strategic business goals, and develop a scope of work.
• Develop and deliver customized solution proposals tailored to client-specific use cases.
• Create statements of work and pricing for custom services engagements.
• Provide technical guidance on software integration, deployment, hosting, and security considerations.
• Partner closely with Account Executives to drive sales opportunities and build strong customer relationships.
• Support the development of business and technical content for proposals, statements of work, and best practices ensuring alignment with customer needs.
• Provide design and deliver support for high-impact solutions by collaborating with Professional Services teams to translate customer requirements into actionable technical architectures and implementation plans.
• Collaborate cross-functionally with Product, Engineering, and Services teams to ensure successful solution delivery.
• Provide structured product and industry feedback to internal teams to influence product roadmap and ensure alignment with customer needs and market trends.
• Represent Paperless Parts at customer sites and industry events; travel up to 25% as needed.
  
  

Requirements

• Bachelor's degree in Business, Computer Science, Mechanical Engineering, or a related field.
• Minimum 3 years of experience in a Solution Architect, Sales Engineer, Consultant, or similar client-facing technical role.
• Hands-on experience designing and delivering integrated solutions using modern APIs.
• Proficiency with REST APIs, SQL, and scripting or automation using Python (preferred).
• Solid understanding of manufacturing workflows, processes, and digital transformation challenges.
• Strong ability to quickly learn and apply technical concepts in dynamic environments.
• Proven success in conducting discovery sessions and translating client needs into viable solutions.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication and presentation skills; able to explain technical concepts to diverse audiences.
• Collaborative mindset with the ability to build trust and influence both clients and internal stakeholders.
• Programming experience or familiarity with tools like JavaScript, Excel scripting, or automation frameworks is a plus.
• Willingness to travel up to 25% for client meetings, training, or industry events.

Salary range: $110,000-$150,000

This role is also eligible for bonus.

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.

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.

The Opportunity:

Customer Success is at the center of everything we do at Paperless Parts, and it all starts with our Implementation Team.  Reporting to the Manager of Technical Services, the Technical Implementation Specialists are responsible for building and maintaining customer’s technical solutions. Using P3L, our proprietary python based pricing language, the TIS will build a customer’s configuration during an onboarding project and support the configuration once the customer is live. The TIS is also responsible for deploying our standard integrations, making customizations where required. .. Candidates must have a firm grasp of programs such as Excel and have a willingness to learn our proprietary coding language, P3L, as well as other technologies.  As a Technical Implementation Specialist, you will work with our customers to build their quoting workflow in Paperless Parts and work closely with our Services Engineers and Implementation Project Managers to ensure customers are successful with the Paperless Parts Platform. 

Our implementations require discovery, planning, project management, and change management skills. Our customers vary in size and complexity, so we are looking for someone that has a track record of finding solutions to unique problems, thrives in challenging situations, and wants to apply these skills to help customers maximize the value of the Paperless Parts Platform. 

Technical Implementation Specialists will become experts in manufacturing processes such as CNC machining, sheet metal fabrication, and 3D printing.

Who you are:

We are seeking a driven individual to join our Implementation and Integrations Team as a Technical Implementation Specialist. The ideal candidate is excited to work with customers, build and foster relationships, and deliver technical solutions that solve their problems. You’re dedicated to working cross-functionally to deliver on crucial customer milestones and mitigate risk. You’re excited about sharing your solutions with your customers and training them to understand how to best utilize the platform.  

 Responsibilities of TIS:

• Lead the development of a customer’s new quoting workflow by leveraging Paperless Parts’ best practices and an understanding of the customer’s unique business requirements. 
• Expert knowledge of the Paperless Parts Platform coding language, P3L. Apply a rigorous problem-solving approach to design customized solutions to meet our customers’ needs.
• Lead the deployment of Paperless Parts standard integrations, making customizations where required. 
• Provide best practices for quoting workflows to maximize customer value.
• Work in close partnership with Implementation Project Managers and Integrations Engineers to gather requirements, map solutions, and meet onboarding milestones in order to complete projects on time and on budget. 
• Communicate clearly and regularly to implementation stakeholders regarding status and risks.
• Spend time on-site with customers to build relationships and learn how manufacturing shops operate. 
• Provide ongoing support for customers' Pricing Configuration and integrations within the Paperless Parts platform.
• Conduct thorough discovery to inform solution design; document all custom configurations, and code to ensure clarity, maintainability, and effective knowledge transfer for both customers and internal team members.
• As part of the Paperless Parts team, further, the company-wide DEI & social impact initiates 

Knowledge, Skills, and Abilities:

• Bachelor's Degree, Computer Science, Engineering, MIS, or related field
• Strong skills in a computational environment or programming language (Excel, Python, SQL etc.)
• Relevant work, education, or hands-on development experience
• Proven track record of implementing customers and adhering to time-to-value metrics
• Strong analytical and critical problem-solving skills
• Ability to translate business requirements to product solutions 
• Familiarity with “job shop” manufacturing, preferred
• Fast learner, ability to adapt to new processes and technologies, and evolving environments
• Excellent written and verbal communication skills
• Willingness to travel when necessary to customer facilities (average is about 25% of the time)

Salary range: $70,000 - $100,000

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.

The Opportunity: 

We are seeking a Business Development Representative (BDR) who wants to be a part of a start up that is changing the world of manufacturing! In this role, you will work as an integral part of the GTM team to bring Paperless Parts to your prospects.

This role is based out of our Boston HQ. This particular role does require you being located at our Boston Office 4 days a week (Monday, Tuesday, Thursday, and Friday).

Responsibilities:

• Outbound multichannel prospecting including telephone, email and social networks
• Utilize sales and lead generation tools like LinkedIn Sales Navigator, ZoomInfo, Salesforce and Outreach 
• Managing and documenting activities, leads, opportunities, and accounts in Salesforce
• Discovering new leads through internet research
• Supporting Paperless Parts’ marketing efforts by driving prospects to in-person events and webinars
• Achieving, and exceeding, weekly/monthly/quarterly metrics 
• Responding to inbound leads and nurturing prospects to create opportunities
• Being prepared for and contributing to strategic weekly go-to-market meetings
• Partner with your Account Executives to identify target accounts and turn them into prospective customers
• As part of the Paperless Parts team, further the company-wide DEI & social impact initiates

Skills & Qualifications: 

• Desire to grow your career in sales
• Experience using a CRM tool - we use Salesforce
• Experience in tech space preferred, ideally in a SaaS/cloud environment
• Proven ability to influence others and create a sense of urgency

Even if you don't meet every bullet on this list, we encourage you to apply and welcome a chance to review your resume!

The salary for this role is $65,000 - $82,000, inclusive of commission based compensation.

Summary:

As a 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 book of business of ~100 Paperless Parts customers, with a mix of high-touch customers managed directly and low-touch customers managed at scale
• Establish trusted advisor relationships with champions and executives, understanding their priority business objectives and how Paperless Parts helps them achieve these goals
• Ensure your customers understand the full functionality of Paperless Parts are enabled to maximize the value they receive from the system
• Understand why your customers partnered with Paperless Parts and measure success against these goals. Use performance against goals to measure ROI and regularly present ROI realization to the customer
• Manage renewals and retention of your customers, measured by Gross and Net Revenue Retention
• Identify where customers may benefit from additional Paperless Parts functionality or services, including additional software subscriptions or marketing solutions. Partner with Account Management to drive expansion
• Serve as primary point of contact and escalation point in urgent situations. Quarterback escalation and drive to timely resolution
• Regularly report to leadership the health of your customers, with a focus on at-risk customers and your plan to mitigate risk
• Accurately forecast renewals, expansion, and churn within your book of business
• Travel onsite to customers occasionally where an in-person visit will help achieve an important outcome

Requirements

• Experience managing revenue retention and product adoption of customers in a technical customer success or technical account management role
• A background in manufacturing, ideally in custom part or contract manufacturing. An understanding of Sheet Metal Fabrication, CNC Machining, Additive, and other manufacturing processes is a plus
• Comfortable analyzing a business objective and implementing a strategy to help a customer leveraging software to achieve this goal
• A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI
• Experience managing revenue retention, renewals, and expansion. A track record of accurately forecasting expansion and churn.
• A proven ability to learn a software product in-depth in order to coach customers on workflows to maximize adoption and value

Paperless Parts provides the manufacturing industry with a SaaS platform that empowers the next generation of manufacturers to join the digital age. When manufacturers use our product, they free up valuable time for faster quoting and estimating, leading to increased profitability and reduced manual steps. 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. It is our mission to enable manufacturers with the technology they need to drive innovation forward.

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

This is a full-time hybrid position based in Boston, MA.

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

About the Role 

Step into the role of Principal Software Engineer and serve as a technical force multiplier for our engineering organization. In this high-leverage position, you will look beyond the immediate roadmap to define the architectural vision that will support Paperless Parts for years to come. You will bridge the gap between business strategy and technical execution, ensuring our systems are robust, scalable, and AI-ready.

This role is a powerful catalyst for change and innovation. You will be responsible for modernizing our engineering practices—integrating AI agents into the development lifecycle, driving the evolution from monolithic to a service architecture, and mentoring our engineers to become the next generation of leaders.

Who You Are

• Technical Visionary & Pragmatist: You have a proven track record of evolving complex architectures in scale-up environments. You balance the pursuit of "technical purity" with business reality, making hard trade-offs with incomplete information.
• Force Multiplier: You don't just write great code; you make the entire team better. You are passionate about mentorship and teaching others effective patterns for design, review, and agentic coding.
• AI Pioneer: You think strategically about how AI agents and workflows can fundamentally change how we build software. You believe that "what is good for humans is good for AI," championing standards that serve both.
• Business Partner: You understand that technical debt is a business risk. You can translate complex infrastructure needs into tangible business value (ROI, reliability, speed) to help leadership prioritize effectively.

Why You'll Love Working Here

• Architectural Authority: You will lead the design of our most critical systems, making high-stakes decisions on migrating to distributed architectures and defining our data strategy.
• Optimizing the AI-Native Workflow: You will have the freedom to operationalize AI at scale—implementing agents for ticket resolution, automated reviews, and documentation—driving significant improvements in modern engineering efficiency.
• High-Impact Work: Our software is used in mission-critical industries like aerospace and defense. The reliability and performance standards you set directly impact the production of life-saving and critical components.
• Culture of Excellence: You will help establish a culture of deep observability and operational maturity, leading the charge on incident management and blameless postmortems.

What You'll Do

• Architect & Evolve: Lead the technical strategy for migrating legacy monolithic patterns to scalable, service architectures. You will define the long-term vision for our backend systems, APIs, and cloud infrastructure.
• Operationalize AI Development: Drive the adoption and continuous improvement of AI-assisted workflows (using tools like Cursor and Claude Code). You will champion the strategic integration of AI agents to enhance autonomous task execution and leverage AI throughout the software life cycle.
• Drive Operational Maturity: Instill a strong focus on reliability and site operations across the team. You will lead initiatives to improve observability (logging, monitoring), define clear runbooks, and facilitate postmortems that turn incidents into structural improvements.
• Elevate Engineering Standards: Enforce "context-first" engineering. You will champion the creation of Architectural Decision Records (ADRs) and high-quality documentation, ensuring our codebase provides the explicit context needed for both human alignment and effective AI agent performance.
• Mentor & Lead: Act as a technical beacon, dedicating significant time (~20%) to pairing, design reviews, and mentoring engineers across different levels to elevate the team's collective skill set.
• Strategic Alignment: Collaborate with R&D leadership to prioritize technical initiatives. You will articulate the ROI of infrastructure investments and technical debt reduction in terms of customer reliability and business agility.

What You'll Bring

• 12+ years of experience in software engineering, with a strong background in architecting SaaS products at scale (start-up to scale-up transition experience preferred).
• Deep Architectural Expertise: Proven success decomposing monoliths and designing distributed systems, with strong judgment on build-vs-buy decisions and technology selection.
• Modern Stack Proficiency: Expert-level knowledge of modern web frameworks and databases, along with deep experience in AWS cloud-native patterns (containers, serverless).
• AI/LLM Fluency: Practical experience leveraging LLMs and AI agents in a production engineering workflow. You understand prompt engineering, context limits, and how to structure codebases for AI interpretability.
• Operational Rigor: A strong commitment to production reliability, with experience designing systems for observability and leading incident response processes.
• Communication Mastery: Exceptional ability to communicate complex technical concepts to non-technical stakeholders and influence decisions without relying on authority.

Why Join Us?

• Impactful Work: Your contributions will power industries critical to our society and economy, making a real difference.
• Continuous Learning: We invest in our people and offer opportunities to learn, grow, and advance their careers.
• Supportive Culture: Our team is our greatest asset, and we foster an environment where everyone can thrive.

If you’re a forward-thinking engineer eager to make a significant impact while working with a talented, driven team, we’d love to hear from you!

Salary range:  $212,000 - $286,000