Senior Customer Success Manager

Own the relationship with a book of business by acting as a trusted advisor to key stakeholders and aligning Paperless Parts with their business priorities. Develop and execute customer success strategies that drive product adoption, demonstrate ROI, and maximize customer value. Own retention and renewal outcomes, proactively identifying risk and leading complex customer situations and escalations through resolution. Identify expansion opportunities across additional functionality, services, workflows, or sites, partnering with Account Management to drive growth. Accurately forecast and document status for renewals, expansion, and churn, clearly communicating risks, drivers, and mitigation plans to leadership. Serve as a resource and escalation point for other CSMs, providing guidance on complex customer situations while championing continuous improvement through shared best practices, optimized workflows, and scalable solutions across the Customer Success organization. Foster collaboration across Customer Success, Sales, Product, Support, and other cross-functional teams to drive strategic initiatives and improve customer outcomes.