Enterprise Customer Success Manager

Proton.ai•Cambridge, MA

1d•Hybrid

About The Position

Proton is an AI-powered industry cloud for B2B distributors, combining CRM, PIM, Quote and Order Entry automation, Pronto, and AI agents in one platform. The Enterprise Customer Success Manager owns an approximately $2.5 million ARR book of enterprise and mid-market customers, helping them achieve growth and value through Proton. The role involves engaging with customers on business goals and processes, from developing AI strategy with executives to observing representatives’ workflows firsthand. It is a hybrid position based in the greater Boston area and requires 10 or more customer visits per year. The role reports to the Manager of Customer Success. Compensation is a total base plus variable salary in the range of $100,000–$130,000, plus equity and full benefits.

Requirements

3–4 or more years of experience in Customer Success or a similar customer-facing B2B SaaS role.
Ability to adapt to changing day-to-day demands while staying focused on customer outcomes.
Curiosity about how businesses work and a habit of asking why.
Strong ownership and follow-through in addressing customer problems.
Consultative, creative, and solution-oriented approach; ability to find the right internal partners and bring a plan when answers are not readily available.
Comfort with ambiguity and with moving between strategic work and hands-on problem-solving.
Technical curiosity and willingness to learn CRMs, data tools, and AI agents and help customers use them effectively.
Confidence communicating with executives and understanding their priorities.
Understanding of how to help teams adopt and continue using new tools.

Nice To Haves

Early-stage company experience.

Responsibilities

Learn how each customer operates, how they sell, what slows them down, and what growth means to them.
Lead customer business conversations about revenue, representative productivity, and customer goals, connecting Proton’s capabilities to those goals.
Own customer outcomes and coordinate with Product, Engineering, Implementation, and Sales to resolve issues and move work forward.
Build trusted relationships with representatives, managers, and executives.
Use data and usage trends to identify what is working and what is not, and bring a clear recommendation to each Executive Business Review.
Identify expansion opportunities and partner with Sales to pursue them.
Use internal AI tools and agents to build skills, find answers faster, uncover insights, automate work, and develop solutions that save customers time and support growth.
Identify account risks early and bring a plan to address them.
Share customer insights with Product and the Customer Success team to support ongoing improvement.
Maintain active and engaged customers and support high adoption from implementation through renewal cycles.
Celebrate team wins and share learnings.