Scaled Customer Success Manager

About Us:

The wholesale distribution industry is ready for a revolution, and Proton is leading the charge. The world relies on distributors to sell nearly every physical product, but despite its massive contribution to the global economy, this industry has been left behind in terms of technology. Proton is changing that. With AI-powered sales software, we're breaking through the complexity of selling millions of products and making it easier for distributors to anticipate customer needs. Our mission is to bring the distribution industry into the modern age and the results speak for themselves. Distributors using Proton see 10x ROI, faster new hire ramp-up, and happier sales teams.

In 2022, we raised a $20M Series A backed by Felicis Ventures (investors in Twitch, Shopify, Opendoor, and many others) and Battery Ventures. This year, we're laser-focused on driving customer growth. If you're excited about the opportunity to wear multiple hats, and continuously learn and experiment, now's the time to join the Proton team.

The role:

The Scaled Customer Success Manager will manage a portfolio of SMB customers through scalable and repeatable processes. They will develop strategies to drive customer engagement, adoption, and retention while identifying growth opportunities. This person will be instrumental in creating scalable processes and touchpoints to support future growth.

They will collaborate across Customer Success, Product, and Client Engineering teams to deliver impactful engagement programs that maximize customer value and minimize churn risk. As Proton grows, this person will play a key role in refining and scaling the SMB success playbook.

This is hybrid role (3 days in office) based in Cambridge, MA (Kendall Square)

What you'll do:

• Develop and implement scalable playbooks for onboarding, adoption, and retention.
• Monitor customer health scores and usage metrics to identify churn risks and expansion opportunities.
• Learn the Proton product to understand how it fits into the customer's workflow and delivers value.
• Build and contribute to knowledge bases, FAQs, and self-serve resources to enhance the customer experience.
• Act as the voice of the customer, collaborating with product, sales, and support teams to address needs and integrate feedback into product development.
• Monitor and track customer product adoption in order to identify customers that require additional engagement
• Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption
• Host and facilitate 1:many training sessions and workshops to ensure customers have a comprehensive understanding of our product.
• Communicate the value delivered by our product, showcasing measurable benefits and return on investment.
• Share industry best practices and success tips with customers to optimize their experience and outcomes.
• Act as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact.
• Identify trends for common customer challenges and actively suggest ways to address them
• Navigate through ambiguity as we continue to build and refine the scaled customer success segment

You'll be a great fit for this role if you have:

• Ownership: You take responsibility and see projects through to completion.
• Software Problem-Solving Skills: You understand how software products work and can help customers troubleshoot technical issues.
• Organizational Skills: You can manage a larger volume of customers and switch contexts seamlessly.
• B2B Experience: You have worked with business customers, helping them adopt and realize outcomes.

Required experience:

• Strong communication and relationship-building skills
• Experience at an early-stage startup (strongly preferred)
• Proven experience managing SMB or long-tail customer segments in a scalable way
• Bonus: Experience creating or contributing to automated success programs or customer education initiatives.

Benefits

• Competitive Salaries Company Stock Options - we want to pay you well (and equitably!) and make you feel like an owner.
• Unlimited PTO 10 Company Paid Holidays - we even have tools implemented to detect burnout to make sure folks recharge regularly.
• 401k with Employer Contribution (US only, for now!) - we know work isn't forever, so we contribute up to 3% of your salary to help you prepare whether you directly contribute or not.
• Medical, Dental, and Vision Insurance - we cover one medical plan 100% in the USA and cover a premium plan 100% for international employees (for US- this includes a HSA!) and cover 50% for dependents on all our medical plan options.
• 12 Weeks Fully Paid Parental Leave - that goes for primary and secondary caregivers; even if you're adopting or fostering!
• Biannual Company Paid Off-sites - time for us to be together, brainstorm, and make magic happen.