Principal Customer Success Coach

PTC

Principal Customer Success Coach guiding clients in utilizing PTC's Arena software for enhanced operational success. Collaborating with innovative customers to drive product adoption and growth strategies.

Posted 5/27/2026full-timeRemote • California • 🇺🇸 United StatesLead💰 $99,000 - $140,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Responding to customer inquiries and advising on Arena capabilities and best practices
Acting strategically to help customers achieve their business goals and outcomes
Maintaining customer success plans, activities, and notes within Gainsight
Nurturing relationships and identifying risks or opportunities for expansion
Identifying and resolving issues or dissatisfaction by applying the appropriate resources
Monitoring escalations and advocating for product enhancements as appropriate
Contributing to the ongoing optimization of our coaching systems, processes, and tools
Working closely with cross-functional teams to enhance the customer experience and drive customer growth, retention, and satisfaction

Requirements

What you’ll need

8-10+ years of hands-on experience with PLM and QMS (Arena preferred)
Working knowledge of ERP and CAD systems and their relationship to PLM
Experience managing a portfolio of customer accounts in the Enterprise space
Strong business acumen, communication, and presentation skills
A mindset of putting the customer first and exceeding expectations
History of building relationships at all levels of a customer's organization and internally
Gainsight or other CSM software experience is a plus, not required
Four-year BA/BS degree (Technical) or equivalent experience
Minimum of 8-10 years of professional experience in a customer-facing role within SaaS or other enterprise applications and services

Benefits

Comp & perks

Eligible employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP)
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
Generous commuter subsidy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

PLMQMSERP systemsCAD systemscustomer account managementSaaS applicationsenterprise applicationscustomer success management

Soft Skills

business acumencommunication skillspresentation skillscustomer-first mindsetrelationship buildingproblem-solvingstrategic thinking

Certifications

BA degreeBS degree