Principal Customer Success Coach - Arena

PTC • Boston, MA

3d • $99,000 - $140,000 • Remote

About The Position

Our world is transforming, and PTC is leading the way. Our software unites the physical and digital worlds, enabling companies to improve operations, create better products, and empower people across 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 make our work possible. As trusted advisers and Arena enthusiasts, Coaches guide a portfolio of innovative customers through the adoption and growth journey using our world-class SaaS PLM/QMS solution. Coaches help Arena customers evolve their processes as business needs change and inspire executives, administrators, and users to embrace and expand their use of Arena’s capabilities. Coaching is rewarding work that qualified candidates can do from anywhere.

Requirements

• 8-10+ years of hands-on experience with PLM and QMS (Arena preferred).
• Working knowledge of ERP and CAD systems and their relationship to PLM.
• Experience managing a portfolio of customer accounts in the Enterprise space, with a strong focus on driving adoption – helping customers translate features into day-to-day use and long-term value.
• Strong business acumen, communication (candid, vocal, and honest), and presentation skills.
• Brings a strategic mindset – able to connect system capabilities to business outcomes and guide customers toward practical, scalable solutions.
• A mindset of putting the customer first and exceeding expectations.
• History of building relationships at all levels of a customer’s organization and internally.
• Four-year BA/BS degree (Technical) or equivalent experience.
• Minimum of 8-10 years of professional experience in a customer-facing role within SaaS or other enterprise applications and services.

Nice To Haves

• Gainsight or other CSM software experience is a plus, not required.
• Industry experience in electronics manufacturing, Life Sciences, or other regulated industries is a plus.

Responsibilities

• Responding to customer inquiries and advising on Arena capabilities and best practices for the industry or domain.
• Acting strategically to help customers achieve their business goals and outcomes.
• Maintaining customer success plans, activities, and notes within Gainsight.
• Nurturing relationships and identifying risks or opportunities for expansion.
• Identifying and resolving issues or dissatisfaction by applying the appropriate resources.
• Monitoring escalations and advocating for product enhancements as appropriate
• Contributing to the ongoing optimization of our coaching systems, processes, and tools.
• Working closely with cross-functional teams to enhance the customer experience and drive customer growth, retention, and satisfaction.

Benefits

• Eligible employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP) which allows for the purchase of discounted PTC stock.
• Certain roles may also be eligible for participation in our equity programs.
• Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and if you are an office-assigned employee, a generous commuter subsidy.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal