Strategic Customer Success Manager - Onshape

Pilot Thomas Logistics•Boston, MA

6d•Onsite

About The Position

Own the strategic post-sale relationship for a portfolio of Onshape’s largest enterprise customers. You will help complex organizations deploy Onshape, accelerate adoption, manage change, realize measurable business value, and build the conviction to renew, expand, and advocate. This is a high-impact individual contributor role for a customer leader who can operate with executives, coordinate complex programs, and turn customer insight into action.

Requirements

5+ years of measurable success in enterprise Customer Success, strategic account management, consulting, or a comparable customer-facing role with complex organizations.
A record of improving adoption, retention, growth, or customer outcomes in a B2B SaaS or technology environment.
Executive presence and the ability to communicate business value credibly with leaders, technical stakeholders, and end users.
Strong program and project leadership, including the ability to structure complex deployments or change initiatives with limited direction.
Business acumen and curiosity. You learn how customers operate, uncover the problems behind the request, and connect product capabilities to meaningful outcomes.
Analytical judgment. You can interpret customer and product data, separate signal from noise, and translate findings into a clear recommendation or action plan.
Cross-functional influence. You create alignment without relying on formal authority and balance customer needs with sound business decisions.
Excellent written, verbal, and presentation skills, with the judgment to adapt content for the audience.
Comfort working in a fast-moving, metrics-oriented environment while handling sensitive customer and business information with discretion.
Ability to travel 20%

Nice To Haves

Experience with CAD, product development, engineering, manufacturing, or digital transformation.
Experience with Salesforce and customer-success, support, or work-management platforms such as ChurnZero, Zendesk, or Jira.
A bachelor’s degree or equivalent practical experience.

Responsibilities

Customer outcomes and value realization
Lead the customer journey from enterprise handoff through deployment, adoption, value realization, renewal, expansion, and advocacy.
Develop strategic success and account plans with Sales and Technical Services, connecting customer priorities, critical use cases, stakeholders, risks, and measurable outcomes.
Lead executive success reviews that demonstrate progress, reinforce return on investment, surface obstacles, and align on the next set of business priorities.
Guide complex implementations and change initiatives, establishing clear milestones, ownership, governance, and success measures.
Executive relationships and account leadership
Build trusted relationships across customer organizations, from day-to-day champions to executive decision-makers.
Map customer organizations and decision dynamics to deepen engagement, develop multiple champions, and reduce dependency on any single relationship.
Orchestrate a unified Onshape account team across Customer Success, Sales, Technical Services, Product, and other partners so the customer experiences one coordinated organization.
Identify risk early, create practical mitigation plans, and drive cross-functional execution through resolution.
Growth, advocacy, and customer insight
Identify opportunities to expand Onshape’s impact within an account or across business units, then partner with Sales to qualify and advance those opportunities.
Turn strong customer outcomes into advocacy through referrals, customer stories, spotlights, and other opportunities to share success.
Bring structured customer feedback and market insight to Product and business teams, closing the loop with customers and helping influence priorities.
Meet or exceed Customer Success goals related to customer value, retention, growth, risk management, and advocacy.