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 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 the 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, you and the entire CS Team grow revenue, creates advocates, and most importantly more innovative designers within the Onshape customer base.
Responsibilities:
- Manage a portfolio of accounts that represents ~15% of company ARR
- 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
- Ensure proper onboarding and training of customers as well as the adoption of features that will ensure the realization of value
- Act as the voice of your customers internally in both the business and product realms, listening to and communicating their feedback
- 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 the 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:
- 2+ years of experience in customer-facing roles
- 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 or exposure to CRM tools (such as Salesforce, Zendesk, JIRA, or other Customer Success tools)
- 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
Nice to Have:
- Ability to travel once per month/quarter to Boston Headquarters for Team meetings
- CAD, product development, or design background
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 and Affirmative Action 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 identity, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.