Enterprise Customer Success Manager

Enterprise Customer Success Manager

About the role
Distribution keeps the world running. It gets pipes, parts, and products where they need to go. Yet many distributors still sell the way they did 20 years ago. Proton is changing that. We’re the AI-powered industry cloud for B2B distributors, bringing together CRM, PIM, Quote and Order Entry automation, Pronto, and AI agents in one platform.

Our best CSMs aren’t software experts first. They’re curious people who love figuring out how a business really works while also being able to. They ask “why” until they get to the real answer. They talk with customers about growth, margins, and how reps spend their day, not just about features. When there’s no easy answer, they don’t stop. They rally the right people at Proton and find a way forward.

As an Enterprise Customer Success Manager, you’ll own a ~$2.5M ARR book of enterprise and mid-market customers. One day you might be in a CEO’s office helping them craft their AI strategy. The next, you might be riding along with a rep to see why a workflow isn’t sticking. The work will stretch you. It’s also deeply rewarding, because you’ll see your impact show up in your customers’ growth.

This is a hybrid role based in the greater Boston area, with 10 customer visits a year.

Salary range $100k - $130k total base variable plus equity, and full benefits.

Reporting to the Manager of Customer Success. 

What you’ll do

• Get curious about the business. Dig into how each customer sells, what’s slowing them down, and what growth looks like for them. Ask why, then ask why again.
• Lead business conversations. Talk with customers about revenue, rep productivity, and their goals. Show how Proton helps them get there.
• Own the outcome. Treat your customers’ success as your own. If we don’t have an answer yet, pull in Product, Engineering, Implementation, or Sales and keep moving until we do.
• Build relationships at every level. Earn trust with reps, managers, and executives so everyone sees the value Proton delivers.
• Turn insight into action. Use data and usage trends to spot what’s working and what isn’t. Bring a clear recommendation to every Executive Business Review.
• Grow the partnership. Spot opportunities to expand, and partner with Sales to bring them to life.
• Use AI as a resource to solve problems. Leverage internal AI tools to build your own skills, agents to find answers faster, uncover insights, automate work, and build solutions that save customers time and help them grow.
• Call risk early. Be honest when an account is off track, and come with a plan to fix it.
• A rising tide lifts all boats. Bring customer insights back to Product and the CS team so we keep getting better together.
• Own adoption renewal success. You will be responsible for maintaining active and engaged customers, and supporting high adoption from implementation through renewal cycles. 

You’ll thrive here if you…

• Have 3–4 years in Customer Success or a similar customer-facing role in B2B SaaS. Early-stage experience is a plus. You like that no two days look the same, can adapt, and stay focused on moving the needle for customers.  
• Love learning how businesses work, and can’t help asking “why.”
• Take extreme ownership. You follow through, follow up, and don’t let a customer’s problem sit still.
• Are consultative, creative, and solution-oriented in nature. When you don’t have the answer, you know who to call and you bring a plan.
• Feel energized by ambiguity and enjoy switching between big-picture strategy and hands-on problem-solving.
• Are technically curious. You’re not an engineer, but you enjoy learning CRMs, data tools, and AI agents and helping customers get the most from them.
• Can speak confidently with executives, and know what makes them tick. 
• Know what it takes to help a team adopt a new tool and stick with it.
• Celebrate wins as a team and share learnings.