Manager, Customer Success Associates - Onshape

About PTC PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status Copyright 2025 PTC Inc. and its Licensors. All Rights Reserved

PTC

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P

ptc.co/VLED30oHtEh

5,001-10,000 employees

Software Development

Boston, Massachusetts

Public Company

428k LinkedIn followers

Raised $1B

• The Manager, Customer Success Associates leads the team responsible for
• delivering Customer Success at scale to a large number of smaller Onshape
• customers who do not have a dedicated Customer Success Manager. This
• player-coach role combines hands-on customer engagement, managing direct
• reports, operational excellence, and continuous improvement.
• The Manager is accountable for the overall experience and performance of this
• customer segment—ensuring customers receive timely, professional, and effective
• assistance while driving strong satisfaction and retention. They lead and
• develop the CSA team, establish service standards and workflows, monitor
• performance and customer trends, and step into complex or high-impact customer
• situations when needed.
• continuously improving how Onshape serves this customer segment. This includes
• identifying opportunities for better processes, automation, self-service, and
• proactive engagement that allow the team to deliver an exceptional customer
• experience efficiently and at scale.
• The Manager partners closely with Customer Success, Sales, Technical Services,
• Finance, and Operations to remove customer friction, identify renewal risks and
• growth opportunities, and ensure customers experience Onshape as one coordinated
• organization.
• The ideal candidate is a strong people leader and customer advocate who combines
• operational discipline with a continuous-improvement mindset and is energized by
• the challenge of delivering outstanding Customer Success at scale.
• Recruit, onboard, coach, and develop Customer Success Associates.
• Establish and manage team objectives, KPIs, and service-level expectations.
• Conduct regular performance reviews and career development conversations.
• Foster a customer-first culture focused on responsiveness, accountability,
• and problem-solving.
• Create coverage plans and ensure consistent support during business hours.
• professional responses.
• Act as an escalation point for complex customer issues.
• Partner with Customer Success, Sales, Technical Services, and Finance teams
• to resolve customer needs efficiently.
• Identify recurring customer pain points and drive process improvements.
• Define and optimize workflows, playbooks, and case management practices.
• Maintain quality standards across customer interactions.
• Track and report on service metrics and team performance.
• Analyze trends in customer inquiries and recommend operational improvements.
• Ensure appropriate routing and escalation of technical, sales, and
• renewal-related opportunities.
• Support retention efforts by ensuring renewal and account-related inquiries
• are addressed promptly.
• Partner with Sales to identify expansion opportunities.
• Improve customer satisfaction through consistent service delivery.
• Drive efficiencies that enable scalable support for Onshape's growing
• customer base.
• First response time
• Case resolution time
• Customer satisfaction (CSAT)
• SLA attainment
• Opportunity identification and handoff rate
• Renewal inquiry resolution rate
• Renewal risk escalations identified
• Escalation rate
• Team productivity and quality metrics

• 5+ years of experience in Customer Success, Support, Account Management, or
• related customer-facing roles.
• 2+ years of people management experience preferred.
• Strong coaching and leadership skills.
• Excellent written and verbal communication skills.
• Experience with Salesforce, Zendesk, or similar CRM and case management
• platforms.
• Strong analytical and operational mindset.
• Ability to manage competing priorities in a fast-paced environment.
• Experience working cross-functionally with Sales, Support, and Finance teams.
• PTC carefully considers a wide variety of factors when determining compensation.
• The anticipated annual salary range for this position is between $90,000 -
• 119,000. 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. Additionally, candidates may be
• eligible for a performance-based bonus.  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 applicable plan eligibility and other terms and conditions.
• For more information about PTC’s comprehensive benefits, please visit our
• Careers Page [https://www.ptc.com/en/careers/united-states-careers].
• PTC recruits on a rolling basis. Candidates are considered as they apply, until
• the opportunity is filled.
• 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
• 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.
• 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

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off
• Sick leave
• Tuition reimbursement
• 401(k) contributions
• Employer match
• Flexible spending accounts
• Life insurance
• Disability coverage
• Commuter subsidy
• Employee share purchase program
• Equity programs