Senior Customer Success Manager - West Coast

PTC is a leading company that integrates the physical and digital worlds through its software solutions. They are seeking a Senior Customer Success Manager to lead post-sale interactions with customers, ensuring successful adoption of Onshape as their CAD platform and fostering strong relationships to drive customer satisfaction and contract renewals.

Responsibilities:

• Manage a hybrid portfolio of larger SMB, Mid Market, and Enterprise accounts for Onshape customers primarily located on America’s West Coast, Australia, New Zealand, and potentially other APAC locations
• Build relationships with customers that enhance their connection with Onshape and ensure a fulfilling use of the Product, including regular communication and Quarterly Business Reviews
• Navigate your customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers
• Act as the voice of your customers internally in the business and product realms, listening to and communicating their feedback
• Ensure proper onboarding and training of customer as well as the adoption of features that will ensure the realization of value
• Connect the customer with both internal and external resources and solutions in order to clear obstacles and issues they encounter during their lifecycle
• Review and negotiate renewal of licenses and ensure retention of the companies in your portfolio
• Ensure the satisfaction of your customers as represented by surveying and feedback
• Encourage growth of revenue through expansion of licenses and understanding of higher scale products
• Instill a level of enthusiasm within the customer that leads to being an advocate of Onshape through referrals, case studies, customer spotlights, etc

Requirements:

• Must be located in the U.S. Pacific Time Zone (West Coast)
• 3+ years of experience in a B2B customer-facing role, account management, or degree in business, communication, computer science or relevant discipline
• Fervent focus on the customer and their experience
• Excellent written and verbal communication skills, adaptable to various communication styles
• Organized, detail-oriented, and thorough
• Experience with CRM tools (such as Salesforce, ChurnZero, Zendesk, JIRA, etc.)
• Self-starter approach to work, with an eagerness to consistently meet and exceed objectives
• Ability to manage multiple projects simultaneously
• Results and solution oriented
• Adaptability, flexibility, and ability to work in a collaborative environment
• Bachelor's degree or equivalent preferred
• CAD or design background a plus but not a requirement