Education Customer Success Manager - Onshape

PTC•Boston, MA

About The Position

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible. Education Customer Success Manager (BOS-US) We’re looking for a Customer Success Manager to join the Onshape Education Customer Success Team at PTC and serve as a trusted advisor to educators using Onshape. Onshape is a professional cloud-native CAD platform that is also widely adopted in K-12 and higher education for its accessibility, collaboration features, and zero IT overhead. The Onshape Education Team supports schools worldwide with access, support, and learning resources. As an Education Customer Success Manager, you will own relationships with assigned education accounts across the US and work closely with the Education Account Management and Technical Services teams. Your mission is to increase adoption, retention, and satisfaction by guiding educators at these accounts through onboarding, implementation, and ongoing engagement. You will help to develop the customer journey, resources, and processes that customers experience. This is an individual contributor role reporting to the Education Customer Success & Operations Manager.

Requirements

Ability to understand customers’ needs and work cross-functionally to align and develop solutions.
Proactive approach to identifying and resolving customer issues.
Ability to prioritize issues, deal with ambiguity and work independently.
Strong communication and relationship-building skills.
Ability to thrive in a fast-paced, dynamic environment with changing priorities.
Bachelor’s degree in Business, Communications, Education or related field.
2+ years in Customer Success, Account Management, or similar client-facing role (preferably in SaaS or EdTech).
Experience with CRM tools (Salesforce, Gainsight, or similar).
Understanding of education institutions and structures.

Nice To Haves

Familiarity with CAD or STEM education is a plus.

Responsibilities

Onboarding & Enablement Lead kickoffs and onboarding for educators and administrators in new accounts.
Deliver training sessions and resources tailored to education use cases.
Improve and create new resources for the onboarding journey of new accounts.
Retention & Engagement Serve as the primary point of contact for assigned accounts.
Build strong relationships to ensure successful implementation and long-term adoption.
Conduct regular check-ins and reviews to monitor health and usage.
Develop retention strategies and mitigate churn risks proactively.
Track customer health scores, usage metrics, and renewal timelines using CRM tools.
Advocacy & Expansion Act as the voice of the customer internally, sharing feedback with product and tech services teams.
Identify opportunities for expansion within institutions.
Collaborate with the marketing team on webinars, events, and success stories.