Senior Customer Success Manager - West Coast

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

Onshape Customer Success Manager, West Coast/APAC
Reports to: Director, Customer Success, Onshape

Location: Must be located in the U.S. Pacific Time Zone (West Coast).

As a Customer Success Manager, you will operate as the post-sale lead point of contact for an assigned portfolio of customers. You will need to understand any and all matters specific to our customers and collaborate cross-functionally to ensure their success in adopting Onshape as their CAD platform. You will work to onboard, increase adoption, ensure value realization, and eventually renew that company’s contract with Onshape. Along the way, you’ll gather customer feedback and review the customer’s ROI through quarterly business reviews.

As a result, the CSM team grows revenue, creates advocates, and most importantly, more innovative designers within the customer base of Onshape.

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).
• Bachelor’s degree or equivalent preferred
• 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
• CAD or design background a plus but not a requirement

Cover Letter Required:
Please include a brief cover letter (no more than 300 words) summarizing: 

• Why you're interested in a Customer Success role - What draws you to this type of work and how it aligns with your strengths

• Why Onshape specifically - What excites you about our platform, mission, or team, and how you see yourself contributing to our success?

About Onshape:

At Onshape, we don’t see ourselves as a software company, or even a CAD company. We see ourselves as a “helping customers make amazing products” company. We are radically improving how designing and manufacturing gets done, and in the process are making our users more productive and more effective. (While also reminding them how much fun CAD can be!)
 

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

PTC endeavors to make ptc.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact PTC's Talent Acquisition team at [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here."