Senior Customer Success Manager

PTC is a leading company transforming the intersection of the physical and digital worlds through innovative software solutions. The Senior Customer Success Manager is responsible for managing relationships with Enterprise customers, ensuring successful product deployment, adoption, and customer satisfaction while driving growth through upselling opportunities.

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 and maintain strong 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 from CAD, ALM, PLM, and SLM products
• Develop strategic Account Plans in collaboration with cross-functional teams to monitor customer health, proactively identify risks, and define measurable business outcomes
• Create and manage detailed Success Plans that capture customer objectives from 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, and identifying innovative solutions to critical business challenges
• Foster deep relationships with key decision makers within customer organizations to understand business drivers, anticipate needs, and strengthen engagement
• Identify, escalate, and execute mitigation plans for potential risks to customer success and satisfaction
• Drive incremental growth by identifying upsell 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 for CAD, ALM, PLM, and SLM
• Promote and nurture customer advocacy by encouraging participation in referrals, case studies, and customer spotlights, ultimately driving product 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 business objectives, ensuring optimal outcomes for both the customer and the company

Requirements:

• 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
• Experience working with accounts in the Industrials industry
• Domain experience with CAD, PLM, ALM, or SLM software plus the ability to understand how these solutions are implemented
• Well-developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decisionmakers to 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 for longterm improvements
• Basic practical understanding of project management and ability to multitask while coordinating activities from multiple functions in a matrix environment