Senior Customer Success Manager - West Coast

Pilot Thomas Logistics•Boston, MA

19h•Remote

About The Position

As a Customer Success Manager, you will operate as the post-sale lead point of contact for an assigned portfolio of customers. You will need to understand any and all matters specific to our customers and collaborate cross-functionally to ensure their success in adopting Onshape as their CAD platform. You will work to onboard, increase adoption, ensure value realization, and eventually renew that company’s contract with Onshape. Along the way, you’ll gather customer feedback and review the customer’s ROI through quarterly business reviews. As a result, the CSM team grows revenue, creates advocates, and most importantly, more innovative designers within the customer base of Onshape.

Requirements

Must be located in the U.S. Pacific Time Zone (West Coast).
Bachelor’s degree or equivalent preferred
3+ years of experience in a B2B customer-facing role, account management, or degree in business, communication, computer science or relevant discipline
Fervent focus on the customer and their experience
Excellent written and verbal communication skills, adaptable to various communication styles
Organized, detail-oriented, and thorough
Experience with CRM tools (such as Salesforce, ChurnZero, Zendesk, JIRA, etc.)
Self-starter approach to work, with an eagerness to consistently meet and exceed objectives
Ability to manage multiple projects simultaneously
Results and solution oriented
Adaptability, flexibility, and ability to work in a collaborative environment

Nice To Haves

CAD or design background a plus but not a requirement

Responsibilities

Manage a hybrid portfolio of larger SMB, Mid Market, and Enterprise accounts for Onshape customers primarily located on America’s West Coast, Australia, New Zealand, and potentially other APAC locations
Build relationships with customers that enhance their connection with Onshape and ensure a fulfilling use of the Product, including regular communication and Quarterly Business Reviews
Navigate your customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers
Act as the voice of your customers internally in the business and product realms, listening to and communicating their feedback
Ensure proper onboarding and training of customer as well as the adoption of features that will ensure the realization of value
Connect the customer with both internal and external resources and solutions in order to clear obstacles and issues they encounter during their lifecycle
Review and negotiate renewal of licenses and ensure retention of the companies in your portfolio.
Ensure the satisfaction of your customers as represented by surveying and feedback
Encourage growth of revenue through expansion of licenses and understanding of higher scale products.
Instill a level of enthusiasm within the customer that leads to being an advocate of Onshape through referrals, case studies, customer spotlights, etc.