Senior Customer Success Manager (German-Speaking)

PTC; München; On-site; EUR 70,000 - 90,000; Full time

Job summary

PTC in München is seeking a Customer Success Manager to oversee post-sale account management ensuring customers achieve desired outcomes using PTC’s solutions. Responsibilities include defining key performance indicators, maintaining relationships with stakeholders, and guiding customer onboarding. The ideal candidate will have a Master’s degree, 4+ years in customer success or account management, and proficiency in CRM software. Bilingual in English and German is mandatory.

Qualifications

• 4+ years of experience in customer success, account management, or a related role.
• Strong background in account management for enterprise software.
• Proven track record of driving customer satisfaction and retention.

Responsibilities

• Define and track KPIs demonstrating the value of PTC solutions.
• Develop and maintain relationships with key stakeholders.
• Guide new customers through onboarding and training.

Skills

Customer success management

Account management

Problem-solving

Communication skills

Interpersonal skills

CRM proficiency

Bilingual in English and German

Education

Master’s degree in Business, Engineering, Computer Science, or related field

Tools

CRM software

Job description

As a Customer Success Manager (CSM) at PTC, you will play a critical role in being responsible for post-sale account management 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

• 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.
• 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 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.
• 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.
• 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

• Master’s degree in Business, Engineering, Computer Science, or a related field.
• 4+ years of experience in customer success, account management, or a related role, in the technology or software industry and with knowledge of PLM & CAD solutions.
• Strong Background in Account Management for Enterprise Software.
• Strong understanding of PTC’s products and services, or the ability to quickly learn and understand complex technical solutions.
• Excellent communication and interpersonal skills, building and maintaining strong relationships with customers and internal teams.
• Proven track record of driving customer satisfaction, retention, and growth.
• Strong problem-solving skills and the ability to think strategically and analytically.
• Self-motivated, proactive, and able to work independently and as part of a team.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Proficiency in CRM software and other customer success tools.
• Proficiency in English and German, both written as spoken, is mandatory.

Preferred Qualifications

• Experience working with industrial or manufacturing customers.
• Professional certifications in customer success or related fields.