Principal Customer Success Manager

$130,000 - $150,000/Yr

PTC Inc - Boston, MA

Full-time - Senior

Boston, MA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Principal Customer Success Manager at PTC Inc. plays a vital role in enhancing customer relationships and ensuring the successful adoption of PTC solutions. This position involves working closely with senior leaders and various teams to provide guidance, support, and feedback, ultimately driving value realization for customers. The role emphasizes proactive engagement, account management, and acting as the voice of the customer within the organization.

Responsibilities

• Advance PTC's relationship with Direct Strategic/Enterprise and Commercial customers.
• Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective adoption, expansion, and renewal.
• Function as a trusted advisor for the client's executive, program, and technical teams, collaborating tightly with PTC stakeholders.
• Act as the voice of the customer within PTC, providing critical feedback to enhance the overall experience, product quality, and identify market growth opportunities.
• Contribute as an integral member of the account team(s); properly identifying and reacting to new threats/opportunities, maintaining proactive engagement, and providing account management support.
• Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors.
• Ensure a rapid and successful adoption of any acquired solutions and ensure that customers realize value from these solutions.

Requirements

• 8+ years of Customer Success, Project Management, Program Management or relevant industry experience.
• Bachelor's Degree or equivalent experience.
• Ability to travel ~25% of time.

Nice-to-haves

• Experience working with high visibility accounts in the FA&D space.
• 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, ensuring executive support for long-term improvements.
• Basic practical understanding of project management and ability to multi-task while coordinating activities from multiple functions in a matrix environment.

Benefits

• Commuter assistance
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance