Customer Success Manager

• Strategic Leadership: Serve as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.
• Define and refine our services portfolio to align with evolving market needs and customer demands.
• Develop long-range plans for service delivery excellence, customer retention, and recurring revenue growth.
• Resource allocation and accountability – ensure that the departmental budget is aligned with organizational goals and objectives.
• Customer Success & Business Development: Oversee customer success initiatives and post-sales execution to ensure measurable outcomes and satisfaction.
• Foster deep, trusted relationships with enterprise customers, enabling expansion and ability to create a customer experience reference.
• Partner with sales leadership to shape go-to-market strategies and ensure seamless handoffs from pre-sales to delivery.
• Service Operations & Execution: Own the full lifecycle of service delivery: project implementation, customer success, enablement, and support.
• Build scalable processes and delivery frameworks that drive quality, margin, and velocity.
• Implement and monitor KPIs across utilization, margin, delivery timelines, and customer satisfaction.
• Work collaboratively and cross-functionally with other departments and leadership to ensure alignment and efficiency in serving clients.
• Advocate and promote a positive work environment.
• Team Development & Culture: Lead, mentor, and grow a high-performing team of service managers, project leaders, solution architects, and implementation specialists.
• Establish a culture of accountability, innovation, and continuous improvement across the delivery organization.
• Champion professional development and career progression for all service personnel.
• Provide leadership to support staff, including discipline, conducting interviews for potential new hires, establishing staffing structure, and providing mentorship and resources to achieve company goals.
• Perform other duties as assigned, based on company needs.

• Qualifications: An equivalent combination of education, training and experience will be considered.
• What You Bring: 10+ years of progressive leadership experience managing teams within enterprise software services, (preferably with PLM, IoT, AR, and cloud/SaaS platforms) with proven success leading and developing teams, managing direct reports, and handling performance/disciplinary responsibilities.
• MBA or equivalent experience preferred.

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