VP of Customer Success

EAC Product Development Solutions • Minneapolis, MN

75d • $150,000

About The Position

This position is remote and applicant must be currently residing in the USA. The position has a specific focus on oversight to software Service Delivery and Implementation. The Vice President of Customer Success is a key member of the PTC Business Unit executive leadership team, responsible for shaping and executing strategies that drive customer satisfaction, retention, and growth. This role focuses on the Client Services departments and provides strategic direction and operational oversight to ensure consistent, world-class client experiences. You’ll be charged with growing our services business, improving our customer experience, and aligning delivery performance with our ambitious goals. The ideal candidate is a proven leader who can build, optimize, and champion our full range of service delivery offerings while ensuring alignment with company objectives for excellence and long-term success. This isn’t just a leadership role — it’s a strategic, high-ownership position with a seat at the PTC Business Unit executive table. You’ll be charged with growing our services business, improving our customer experience, and aligning delivery performance with our ambitious goals. If you are passionate about operational excellence, customer success, and strategic growth, this is the opportunity for you.

Requirements

• 10+ years of progressive leadership experience managing teams within enterprise software services, preferably with PLM, IoT, AR, and cloud/SaaS platforms.
• Proven success managing P&L, building high-margin service offerings, and scaling delivery operations.
• Strong financial and analytical acumen — able to model, forecast, and drive profitable growth.
• Outstanding client-facing skills and the ability to influence stakeholders from the plant floor to the boardroom.
• Background in both technical delivery and strategic business development.
• Bachelor’s degree required (Business, Engineering, or related). MBA or equivalent experience preferred.

Nice To Haves

• Strong commitment to confidentiality and professionalism when handling sensitive employee and business information.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work with time-sensitive deadlines, multi-task, and meet project and corporate goals while working in stressful situations.
• Strong organizational skills with the ability to work independently with focus and discipline to achieve customer and company goals.
• Experience in strategic planning and execution, with a focus on continuous improvement and operational efficiency.
• Demonstrated ability to perform consistently with high collaboration, leadership, and output.
• Availability to work evenings, overnights, and weekends as required by contract obligations or company needs.

Responsibilities

• Serve as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.
• Define and refine our services portfolio to align with evolving market needs and customer demands.
• Develop long-range plans for service delivery excellence, customer retention, and recurring revenue growth.
• Ensure that the departmental budget is aligned with organizational goals and objectives.
• Oversee customer success initiatives and post-sales execution to ensure measurable outcomes and satisfaction.
• Foster deep, trusted relationships with enterprise customers, enabling expansion and ability to create a customer experience reference.
• Partner with sales leadership to shape go-to-market strategies and ensure seamless handoffs from pre-sales to delivery.
• Own the full lifecycle of service delivery: project implementation, customer success, enablement, and support.
• Build scalable processes and delivery frameworks that drive quality, margin, and velocity.
• Implement and monitor key performance indicators (KPIs) across utilization, margin, delivery timelines, and customer satisfaction.
• Work collaboratively and cross-functionally with other departments and leadership to ensure alignment and efficiency in serving clients.
• Advocate and promote a positive work environment.
• Lead, mentor, and grow a high-performing team of service managers, project leaders, solution architects, and implementation specialists.
• Establish a culture of accountability, innovation, and continuous improvement across the delivery organization.
• Champion professional development and career progression for all service personnel.
• Provide leadership to support staff, including discipline, conducting interviews for potential new hires, establishing staffing structure, and providing mentorship and resources to achieve company goals.

Benefits

• Medical insurance
• Employer Paid Short Term Disability
• Flexible PTO (take as you need, no accrual)
• Vision insurance
• Dental Insurance
• 401(k) Plan with Employer match
• Basic Life, AD&D, and Disability Insurance
• Employee Assistance Program
• Paid Holidays
• Eligible for bonuses
• Qualify for annual Company trip

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees