Senior Customer Success Manager

SeniorCustomer 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 goaboveandbeyondto serve our customers, this role is for you!

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 andmaintainstrong 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 fromCAD, ALM, PLM, and SLMproducts.

• Develop strategic Account Plans in collaboration with cross-functional teams tomonitorcustomer health, proactivelyidentifyrisks, and define measurable business outcomes.

• Create and manage detailed Success Plans that capture customerobjectivesfrom 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, andidentifyinginnovative solutions to critical business challenges.

• Foster deep relationships with key decision makers within customer organizations to understand business drivers,anticipateneeds, and strengthen engagement.

• Identify, escalate, and execute mitigation plans for potential risks to customer success and satisfaction.

• Drive incremental growth byidentifyingupsell 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 forCAD, ALM, PLM, and SLM.

• Promote and nurture customer advocacy by encouraging participation in referrals, case studies, and customer spotlights,ultimately drivingproduct 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 businessobjectives, ensuringoptimaloutcomes for both the customer and the company.

Competencies:

• Integrity & Trust:You have an established record of trust and are seen as a direct, thoughtful individual unafraid to present the unvarnished truth inan appropriateand helpful manner. You keepconfidence, 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 theonewho 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 whilemaintainingconsistent key policies, practices, and procedures to provide ahigh-levelclient experience.

Preferred Skills and Experience:

• Experience working with accounts in the Industrials industry.

• Domain experience withCAD, PLM, ALM, or SLMsoftware plus the ability to understand how these solutions are implemented.

• Well-developedoral and written communication skills with a proven ability tolistenand tailor messages for multiple audiences from executivedecisionmakersto 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 forlongtermimprovements.

• Basic practical understanding of project management and ability to multitask while coordinating activities from multiple functions in a matrix environment.

Basic Qualifications:

• 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.

Compensation and Benefits

PTC carefully considers a wide range of factors whendeterminingcompensation. Theanticipatedannual salary range for this position is between$89,000–$124,000. Theanticipatedannual salary range encompasses both the base salary and theontargetincentive compensation that may beattainedin this role. The salary range reflects agoodfaithestimate of compensation at the time of posting.

Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Eligible employees alsohave the opportunity tobecome 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, forofficeassignedemployees, a generous commuter subsidy. All total rewards and benefits programs are subject to plan eligibility and other terms and conditions.

For more information about PTC’s comprehensive benefits, please visit our Careers Page.