Senior Customer Success Manager

PTC • Boston, MA

5d • $89,000 - $124,000 • Remote

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. Senior Customer Success Manager Location: Remote, USA The Customer Success Manager works proactively with a portfolio of our largest Enterprise customers. In this role, you are directly accountable for your clients’ successful product deployment, adoption, retention, and advocacy. The right candidate is an expert relationship builder and deeply understands their customers’ business models, core problems, and critical use cases. If you are technically savvy, love building relationships, are solutions oriented, thrive on wowing customers, and will go above and beyond to serve our customers, this role is for you!

Requirements

• 5+ years of Customer Success, Project Management, Program Management, or relevant industry experience.
• Bachelor’s Degree or equivalent experience.
• Ability to travel ~25% of the time.
• Integrity & Trust: You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth in an appropriate and helpful manner. You keep confidence, admit your mistakes, and never misrepresent yourself or the company for personal gain.
• Composure: You thrive in ambiguous environments, stay cool under pressure, do not become defensive or irritated, and are the one who can be counted on to hold things together during tough times.
• Organizational Agility: You are knowledgeable about how organizations work and know how to get things done both through formal channels and the informal network. You expertly understand organizational culture and navigate it while maintaining consistent key policies, practices, and procedures to provide a high-level client experience.

Nice To Haves

• Experience working with accounts in the Industrials industry.
• Domain experience with CAD, PLM, ALM, or SLM software plus the ability to understand how these solutions are implemented.
• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decisionmakers to staff at all levels.
• Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for longterm improvements.
• Basic practical understanding of project management and ability to multitask while coordinating activities from multiple functions in a matrix environment.

Responsibilities

• Oversee a seamless and effective handoff from the Enterprise Sales team to the Customer Success Management (CSM) team, ensuring all relevant information is accurately transferred.
• Build and maintain strong relationships with key stakeholders, including customers and internal teams such as Enterprise Sales, Solution Consulting, and Services, to present a unified “Account Team” and maximize customer value from CAD, ALM, PLM, and SLM products.
• Develop strategic Account Plans in collaboration with cross-functional teams to monitor customer health, proactively identify risks, and define measurable business outcomes.
• Create and manage detailed Success Plans that capture customer objectives from pre-sale through post-implementation, tracking progress against defined milestones.
• Lead regular (weekly, monthly, and quarterly) business reviews with customers, clearly communicating the realization of ROI, progress toward target outcomes, and identifying innovative solutions to critical business challenges.
• Foster deep relationships with key decision makers within customer organizations to understand business drivers, anticipate needs, and strengthen engagement.
• Identify, escalate, and execute mitigation plans for potential risks to customer success and satisfaction.
• Drive incremental growth by identifying upsell and cross-sell opportunities within and across business units, collaborating closely with Sales to pursue and secure these opportunities.
• Gather and relay customer feedback to Product Teams, ensuring the voice of the customer is represented in ongoing product development and improvement efforts for CAD, ALM, PLM, and SLM.
• Promote and nurture customer advocacy by encouraging participation in referrals, case studies, and customer spotlights, ultimately driving product adoption and loyalty.
• Consistently meet or exceed established KPIs and goals as set by Customer Success leadership, focusing on customer retention, satisfaction, and growth.
• Facilitate ongoing engagement through regular calls and onsite visits, ensuring high-touch support and proactive relationship management.
• Effectively navigate internal and cross-functional channels to align customer needs with business objectives, ensuring optimal outcomes for both the customer and the company.

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, for officeassigned employees, a generous commuter subsidy.

What This Job Offers

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