Strategic Customer Success Manager - Onshape

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.   The opportunity  Own the strategic post-sale relationship for a portfolio of Onshape’s largest enterprise customers. You will help complex organizations deploy Onshape, accelerate adoption, manage change, realize measurable business value, and build the conviction to renew, expand, and advocate. This is a high-impact individual contributor role for a customer leader who can operate with executives, coordinate complex programs, and turn customer insight into action. What you will own  Customer outcomes and value realization  Lead the customer journey from enterprise handoff through deployment, adoption, value realization, renewal, expansion, and advocacy.  Develop strategic success and account plans with Sales and Technical Services, connecting customer priorities, critical use cases, stakeholders, risks, and measurable outcomes.  Lead executive success reviews that demonstrate progress, reinforce return on investment, surface obstacles, and align on the next set of business priorities.  Guide complex implementations and change initiatives, establishing clear milestones, ownership, governance, and success measures.  Executive relationships and account leadership  Build trusted relationships across customer organizations, from day-to-day champions to executive decision-makers.  Map customer organizations and decision dynamics to deepen engagement, develop multiple champions, and reduce dependency on any single relationship.  Orchestrate a unified Onshape account team across Customer Success, Sales, Technical Services, Product, and other partners so the customer experiences one coordinated organization.  Identify risk early, create practical mitigation plans, and drive cross-functional execution through resolution.  Growth, advocacy, and customer insight  Identify opportunities to expand Onshape’s impact within an account or across business units, then partner with Sales to qualify and advance those opportunities.  Turn strong customer outcomes into advocacy through referrals, customer stories, spotlights, and other opportunities to share success.  Bring structured customer feedback and market insight to Product and business teams, closing the loop with customers and helping influence priorities.  Meet or exceed Customer Success goals related to customer value, retention, growth, risk management, and advocacy.  What success looks like  Customers can clearly connect Onshape adoption to the outcomes that matter to their business.  Executive sponsors and champions are engaged, informed, and confident in the partnership.  Complex initiatives move forward with clear governance, ownership, and accountability.  Risks are identified early and addressed with coordinated action.  Renewal, expansion, and advocacy are earned through demonstrated value, not last-minute activity.  What you bring  5+ years of measurable success in enterprise Customer Success, strategic account management, consulting, or a comparable customer-facing role with complex organizations.  A record of improving adoption, retention, growth, or customer outcomes in a B2B SaaS or technology environment.  Executive presence and the ability to communicate business value credibly with leaders, technical stakeholders, and end users.  Strong program and project leadership, including the ability to structure complex deployments or change initiatives with limited direction.  Business acumen and curiosity. You learn how customers operate, uncover the problems behind the request, and connect product capabilities to meaningful outcomes.  Analytical judgment. You can interpret customer and product data, separate signal from noise, and translate findings into a clear recommendation or action plan.  Cross-functional influence. You create alignment without relying on formal authority and balance customer needs with sound business decisions.  Excellent written, verbal, and presentation skills, with the judgment to adapt content for the audience.  Comfort working in a fast-moving, metrics-oriented environment while handling sensitive customer and business information with discretion.  Ability to travel 20% Helpful, but not required  Experience with CAD, product development, engineering, manufacturing, or digital transformation.  Experience with Salesforce and customer-success, support, or work-management platforms such as ChurnZero, Zendesk, or Jira.  A bachelor’s degree or equivalent practical experience.  Why Onshape  Onshape is a cloud-native CAD and product data management platform built to help design and engineering teams collaborate differently. We see ourselves as a company that helps customers make amazing products. In this role, you will work with organizations tackling meaningful product-development challenges and help them turn new technology into sustained business value.  You will join a collaborative team where Customer Success has a direct role in customer outcomes, growth, and the feedback that shapes the business. The role offers broad visibility, complex problems to solve, and the opportunity to make an impact with some of Onshape’s most strategic customers.  PTC carefully considers a wide range of factors when determining compensation. The anticipated annual salary range for this position is between $122,000 - 155,000. The anticipated annual salary range encompasses both the base salary and the on-target incentive compensation that may be attained in this role. The salary range reflects a good-faith estimate of compensation at the time of posting.  Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Eligible employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP) which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity 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 and if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to plan eligibility and other terms and conditions. For more information about PTC’s comprehensive benefits, please visit our     This position is not eligible for employment-based immigration sponsorship. Applicants must be authorized to work in the United States without requiring current or future sponsorship from PTC.    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.   For more information about PTC’s comprehensive benefits and our AI usage, please visit our Careers Page (https://www.ptc.com/en/careers/united-states-careers). Applications will be accepted on an on-going basis until the opportunity is filled.   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 TalentAcquisition@ptc.com. 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."