PTC · 5 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years expPTC is seeking a Senior Customer Success Manager to work proactively with a portfolio of their largest Enterprise customers. The role involves ensuring successful product deployment, adoption, retention, and advocacy for clients, while building strong relationships and managing customer projects effectively.
Computer Software
Hiring Manager
Andrea Nash
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
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
Experience working with high visibility accounts in the Automotive industry
Expert relationship builder
Deep understanding of customers' business models, core problems, and critical use cases
Technically savvy
Solutions oriented
Ability to manage a timely and effective hand-off from the Enterprise Sales team to the CSM team
Ability to build strong relationships with both the Enterprise Sales and Technical Services teams
Ability to develop tactical Account Plans collaboratively
Ability to manage all customer projects, including more complex implementations
Ability to navigate customer's organization to deepen strong relationships with key decision makers
Responsible for risk identification, escalation, and mitigation planning & execution
Ability to lead weekly/monthly/quarterly business reviews with customers
Ability to develop excellent customer relationships to drive ROI, retention, growth and overall high customer satisfaction
Ability to facilitate customer relationship through calls and on-site visits
Ability to instill a level of enthusiasm within the customer
Ability to close the feedback loop by gathering and sharing customer feedback with the appropriate Product Teams
Ability to navigate internally and cross-functionally to ensure both customer needs and business needs are met
Ability to identify incremental opportunities within and across other business units
Ability to meet or exceed KPIs and goals, as set by Customer Success leadership
Integrity & Trust
Composure
Organizational Agility
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
Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment
Company
PTC
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.
5001-10000 employees
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)
Funding
Current Stage
Late StageLeadership Team
Marcus Senior,PMP, CSM, MSP, and Lean Six-Sigma
Chief Executive Officer
Danny N. Poisson
TVP, Chief Technology Officer for Federal Aerospace & Defense
Recent News
2025-10-03
Company data provided by crunchbase