Principal Customer Success Management Manager

As a Strategic Customer Success Manager (SCSM) at PTC, you will play a critical role in ensuring our customers achieve their desired outcomes while using PTC s solutions. You will be responsible for driving customer satisfaction, retention, and growth by providing exceptional support, building strong relationships, and delivering value through PTC s products and services.
Key Responsibilities:
Customer Onboarding and Training : Guide new customers through onboarding, ensuring a smooth and successful implementation of PTC solutions. Conduct training sessions to educate customers on product features and best practices.

Relationship Management: Develop and maintain strong, long-lasting relationships with key stakeholders at customer organizations. Act as the primary point of contact for customers, promptly addressing their needs and concerns.

Customer Advocacy : Serve as the voice of the customer within PTC, advocating for their needs and requirements to internal teams. Collaborate with sales, product, and support teams to ensure customer satisfaction.

Value Realization : Work with customers to define and track key performance indicators (KPIs) demonstrating the value of PTC solutions. Review customer progress regularly and provide insights and recommendations to maximize their return on investment.

Proactive Support : Monitor customer health and proactively identify potential issues or opportunities for improvement. Provide timely and effective solutions to enhance the customer experience.

Renewals and Upsells : Drive customer renewals and identify opportunities for upselling additional products or services. Work closely with the sales team to expand customer accounts.

Customer Feedback and Improvement : Gather and analyze customer feedback to identify trends and areas for improvement. Share insights with the product team to influence product development and enhancements.

Reporting and Documentation: Maintain accurate and up-to-date records of customer interactions, activities, and progress. Prepare regular reports on customer health, satisfaction, and success metrics.

Qualifications :