Education Customer Success Manager - Onshape

PTC is a leading company transforming the physical and digital worlds. The Education Customer Success Manager will serve as a trusted advisor to educators using Onshape, focusing on onboarding, retention, and satisfaction of assigned education accounts across the US.

Responsibilities:

• Lead kickoffs and onboarding for educators and administrators in new accounts
• Deliver training sessions and resources tailored to education use cases
• Improve and create new resources for the onboarding journey of new accounts
• Serve as the primary point of contact for assigned accounts
• Build strong relationships to ensure successful implementation and long-term adoption
• Conduct regular check-ins and reviews to monitor health and usage
• Develop retention strategies and mitigate churn risks proactively
• Track customer health scores, usage metrics, and renewal timelines using CRM tools
• Act as the voice of the customer internally, sharing feedback with product and tech services teams
• Identify opportunities for expansion within institutions
• Collaborate with the marketing team on webinars, events, and success stories

Requirements:

• Bachelor's degree in Business, Communications, Education or related field
• 2+ years in Customer Success, Account Management, or similar client-facing role (preferably in SaaS or EdTech)
• Experience with CRM tools (Salesforce, Gainsight, or similar)
• Understanding of education institutions and structures
• Ability to understand customers' needs and work cross-functionally to align and develop solutions
• Proactive approach to identifying and resolving customer issues
• Ability to prioritize issues, deal with ambiguity and work independently
• Strong communication and relationship-building skills
• Ability to thrive in a fast-paced, dynamic environment with changing priorities
• Familiarity with CAD or STEM education is a plus