Senior Customer Success Manager

Job description

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:

As a Senior Customer Success Manager, you will own relationships with high-value, strategic accounts and serve as a trusted advisor to both daily stakeholders and C-suite executives. This role requires someone who thrives on challenge, exudes confidence when guiding customers, and can balance tactical execution with long-term strategic adoption. You’ll be the face of Proton—driving measurable customer value, providing clear direction and best practices, and ensuring that customer stakeholders are aligned, engaged, and achieving their goals.

This role requires someone who exudes confidence when guiding customers, provides clear recommendations and best practices, and ensures Proton is always driving measurable business outcomes. You’ll be the face of Proton—aligning stakeholders, embedding CRM/Sales AI best practices, and ensuring customers not only adopt but achieve real value from our solutions.

This is not a handoff role—you’ll take full ownership of your accounts, leading executive conversations, managing stakeholder expectations, and collaborating cross-functionally to deliver outcomes. You’ll be expected to problem-solve creatively, escalate thoughtfully when needed, and consistently hold yourself accountable for the customer’s success.

The target salary range for this role is $115,000 - $125,000 base + $10,000 variable. Final offers will be based on your skills and previous experience. We’re hiring someone in the Greater Boston area open to a hybrid schedule (3 days in-office/week). Travel expected: ~10+ times/year to visit customers.

What you’ll do:

• Own strategic relationships: Become deeply embedded within your accounts—building trust from frontline users to C-suite executives. You’ll lead executive conversations, ensure alignment on goals, and be the primary point of contact across the lifecycle.
• Strategic Adoption & Value Realization: Drive adoption of Proton’s solutions by embedding best practices into workflows, tailoring guidance to customer goals, and consistently tying product usage back to measurable business outcomes.
• Develop and execute account plans: Build success strategies for each customer, aligning adoption and growth goals with measurable outcomes. Track progress, adjust when needed, and drive toward retention and expansion.
• Customer Advisory & Best Practices: Provide strong, confident recommendations and guidance. Be the voice of expertise in customer conversations—helping customers refine strategies, adopt proven processes, and navigate challenges.
• Identify and pursue expansion: Proactively uncover opportunities for upsell or cross-sell (<$50K) and collaborate with Sales to expand Proton’s footprint within your accounts.
• Contribute to Technical Troubleshooting: Where appropriate, and based on core product knowledge, guide customers through initial questions and feasibility checks, reducing unnecessary handoffs while escalating to technical teams when needed.
• Problem-Solving & Ownership: Take full ownership of customer success outcomes, proactively triaging challenges, and providing solutions before escalating. Balance technical understanding with strategic direction.
• Solve creatively, escalate thoughtfully: When blockers arise, you’ll roll up your sleeves to dig in—whether that means reading docs or understanding what the expected behavior should look like,  you’ll own the outcome while collaborating cross-functionally.
• Be the voice of the customer: Advocate internally for your accounts—ensuring their goals, blockers, and feedback are heard by Product, Engineering, and Leadership.
• Contribute to our CS evolution: Bring ideas to improve our playbooks, tools, and ways of working. We’re still building—and your input matters.

You’ll be a great fit for this role if you are:

• Strategic and Customer-focused— you care deeply about understanding a customer’s business, aligning solutions, and making value visible.
• Confident & Composed— Comfortable guiding executive discussions and delivering customer recommendations with authority, resilience, and product knowledge. You don’t shy away from tough conversations when they’re needed to drive success.
• Curious and Proactive—you seek context, follow threads, and don’t wait to be told what’s broken. You action customer needs and support with follow up in a timely manner, ensuring nothing falls through the cracks.
• Accountable — You own your book, your results, and your process. You follow through until outcomes are achieved, showing grit and determination when challenges arise.
• Collaborative— You work well with Sales, Product, Marketing, and Support and contribute to a positive, team-oriented CS culture.
• A Strong Communicator— clear, structured, and confident, from Slack to the C-suite.

Required experience:

• 5+ years experience in a Customer Success role, preferably in an enterprise software environment
• Proven success managing complex, multi-stakeholder relationships—including executive alignment, adoption planning, and expansion
• Ability to think strategically while managing day-to-day account activities
• Excellent communication and relationship building skills—you can adapt your message from frontline users to C-suite executive
• Experience at an early-stage startup strongly preferred