Senior Customer Success Manager West Coast
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Our world is transforming and PTC is leading the 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 7000 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 companys contract with Onshape. Along the way youll gather customer feedback and review the customers 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 Americas 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 customers 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).
- Bachelors 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 youre 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 dont 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!)
PTC carefully considers a widevarietyof factorswhendeterminingcompensation.Theanticipatedannual salary range for this positionisbetween$.The salary rangereflectsa good-faith estimate of compensation at the time of posting.Actualcompensationmay vary based on a candidates skills qualifications experience and location. Additionally candidates may be eligible fora performance-basedbonus.Employeesalsohavethe opportunity tobecome a PTC shareholder through our employee share purchase program(ESPP)which allowsfor thepurchaseofdiscounted PTC stock.Certainrolesmay also be eligible forparticipation in ourequity programs.Employees may be eligible for medical dental and vision insurance paid time off and sick leave tuition reimbursement 401(k) contributions and employer match flexible spending accounts life insurance disability coverage andif you are an office-assigned employeea generous commuter subsidy.All total rewards and benefits programs are subject to applicable planeligibilityand otherterms and conditions.
For more informationaboutPTCs comprehensive benefits pleasevisitourCareers Page.
PTC recruits on a rolling basis. Candidates are considered as they apply until the opportunity is filled.
Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world. Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation youll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us
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Required Experience:
Manager
About Company
PTC accelerates digital transformation with a new generation of technology that powers the ways you engineer, manufacture, and service your physical products.
