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PTC · 22 hours ago

Senior Customer Success Manager

Boston, MA

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $117K/yr

5+ years exp

PTC is a leading company transforming the physical and digital worlds through innovative software. The Senior Customer Success Manager is responsible for managing relationships with large Enterprise customers, ensuring successful product deployment, adoption, and overall satisfaction.

Computer Software

Culture & Values

H1B Sponsor Likely

Responsibilities

Manages a timely and effective hand-off from the Enterprise Sales team to the CSM team

Experience working with high visibility accounts in the Automotive industry

Builds a strong relationship with both the Enterprise Sales and Technical Services teams to jointly represent our CAD, ALM and PLM products as a unified “Account Team” that supports and manages each customer

Develops tactical Account Plans collaboratively with the “Account Team”

Manages all customer projects, including more complex implementations

Navigates customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers

Responsible for risk identification, escalation, and mitigation planning & execution

Leads weekly/monthly/quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems

Develops excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction

Facilitates customer relationship through calls and on-site visits

Instills a level of enthusiasm within the customer that leads to being an advocate of CAD, ALM and PLM through referrals, case studies, customer spotlights, etc

Closes the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout CAD, ALM and PLM

Effectively navigates internally and cross-functionally to ensure both customer needs and business needs are met

Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win these

Meets or exceeds KPIs and goals, as set by Customer Success leadership

Qualification

Customer Success ManagementCADPLMALM softwareProject ManagementAutomotive industry experienceCommunication skillsOrganizational AgilityRelationship buildingProblem-solving

Required

5+ years of Customer Success, Project Management, Program Management or relevant industry experience

Bachelor's Degree or equivalent experience

Ability to travel ~25% of time

Preferred

Experience working with accounts in the Automotive industry

Domain experience with CAD, PLM or ALM 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 decision-makers 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 long-term improvements

Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment

Benefits

Medical, dental and vision insurance

Paid time off and sick leave policies

Tuition reimbursement

401(k) contributions and employer match

Flexible spending accounts

Life insurance

Disability coverage

Generous commuter subsidy

Company

PTC

Glassdoor4.2

PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity.

Founded in 1985

Boston, Massachusetts, US

5001-10000 employees

http://ptc.co/VLED30oHtEh

H1B Sponsorship

PTC has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (57)

2024 (61)

2023 (75)

2022 (86)

2021 (111)

2020 (72)