Technical Customer Success Manager

Get to know us! 👋 Hi there! We are Paperbox!

Paperbox is a market leader in delivering AI Agents for claims & policy admin, serving insurers and brokers.

Do you know the feeling of having to wait forever for your insurer to answer your email? That is what we are solving!

Insurance historically is a manual labor-intensive, admin-heavy industry. A lot of manual labour goes into reading incoming requests, processing emails and attachments from central mailboxes, forwarding to colleagues, scheduling and prioritizing tasks and archiving information into insurance back-office systems.

Our Agentic AI Solution reduces friction and brings structure to the biggest bottleneck of insurance operations: the Mailroom.

We believe technology should improve the way people interact and work towards a future where nobody is just a number.

Role 👀

We are looking for a motivated Technical Customer Success Manager to join our growing team. You’ll be the bridge between our customers and our technology; helping insurers and brokers get the most out of our product.

On any given day, you could be:

Guiding a new client through the onboarding and configuration of their Paperbox environment
Translating customer workflows into clear technical specifications for our Product & Engineering teams
Supporting customers directly through first-line and second-line support
Monitoring client environments and resolving issues before they become problems

This role is perfect if you enjoy combining technical problem-solving with customer interaction and want to have a direct impact on how insurance companies work with AI.

The right time and place 🧭

The last few years we have been bootstrapping and building the foundations of our GTM machine.

Today, with more than 75 insurance customers, we’re entering a true scale-up phase. We’re growing fast — with the ambition to double our ARR — and we’re looking for someone who wants to help put oil on that fire and guide us to the next level.

This is what we value 🤸

We work hard to create a company culture where each individual can thrive in a healthy way and where we truly excel as a team. We keep the following values close to our heart:

Stronger together:, We deeply care about our customers, users and employees and we believe you can best take care of others if you focus on taking care of yourself too.
Distributed ownership,: Taking up responsibilities is encouraged. We share and create opportunities for each other to grow.
Build to scale,: Everything we do needs to be scalable. This mindset helps us create the impact needed to drive us forward.
Quality, then speed:, We work intentionally towards a bigger picture that requires us to think before we act. Building a foundation for future success is setting yourself up to win.

Your responsibilities 📆

Customer Success & Onboarding

Support our customer success team in onboarding new clients on our platform
Set up, configure and maintain customer environments to ensure optimal performance
Guide clients through technical implementation processes and best practices
Monitor customer environment health and proactively address potential issues
Take ownership of your own customer portfolio, developing long-term trusted relationships

Technical Bridge & Translation

Capture and translate customer requirements into clear technical specifications for our product team
Collaborate with product to prioritize customer-driven features on our roadmap
Act as the technical voice of your customers in product discussions

First & Second Line Support

Instead of classic presales support, this role focuses strongly on customer operations and issue resolution:

Work with a broad, cross-functional team to manage and resolve support tickets; giving you real visibility into what customers experience
Provide first-line customer contact with a strong service mindset
Perform second-line technical deep dives when more complex questions arise
Contribute to structural improvement projects that enhance scalability and reduce recurring support friction

Cross-functional Collaboration

Work closely with Customer Success to identify expansion opportunities
Partner with Engineering to escalate and resolve issues efficiently
Collaborate with RevOps to support your customer portfolio and ensure smooth processes
Be occasionally involved in presales cycles, delivering technical scoping insights that help close deals
Contribute to proof-of-concepts or technical proposals when your expertise can support our commercial efforts

You are a great fit if you have 👇

Technical Foundation

Curiosity for technology and eagerness to learn about software implementations and system integrations
An interest in AI and how it can be applied in business
A degree in engineering, computer science or related fields is a nice-to-have; but equivalent self-taught skills or a strong learning attitude work too

Customer-Centric Mindset

Strong communication skills — able to explain technical ideas in simple terms
A problem-solving mindset with a service-oriented attitude
Experience in client-facing technical roles is welcome but not required

🙌 Perks and benefits

At Paperbox we strongly believe in a diverse and healthy work environment. That’s why we spend a lot of time on providing perks and benefits that help you thrive as a person.

We offer:

A flexible office culture, combining our amazing office space at Wintercircus with the freedom to work where you perform best
Competitive salary
All the tools you need for success
Flexible vacation policy
Transparent and digital healthcare insurance by Alan for you and your family
Learning & Training opportunities with a flexible training policy
A fun and supportive team culture with regular team activities, events and moments to connect 🎉

If you're excited to be part of a winning team, Paperbox is the perfect place to accelerate your career.

We see this role as a catalyst in helping build the future of insurance automation.

Ready to shape the future with us? Let's talk! 🚀

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What we value as a company

We work hard to create a company culture where each individual can thrive in a healthy way and where we truly excel as a team.

Distributed Ownership

We believe in the power of shared responsibility. Every team member is encouraged to take ownership of their work, fostering an environment where initiative and accountability thrive. We create and seize opportunities to help each other grow, ensuring that success is a collective effort.

Build to Scale

Our focus is on creating strong, scalable foundations. By avoiding shortcuts and investing time and effort into building systems that can support long-term success, we ensure that our solutions are not just effective today but will remain reliable in the future.

Hard on issues, soft on people

While we tackle challenges head-on and address issues directly, we do so with empathy and consideration for each person involved. We believe that a supportive and understanding work environment fosters creativity and problem-solving.

Quality over speed

We prioritize quality over speed. Our approach is deliberate and thoughtful, ensuring that every action we take aligns with our broader vision and goals. By thinking before we act, we build a solid foundation for future success, setting ourselves up to win in the long run.