Customer Success Manager: CSA Team Lead (Hybrid, Boston)

PTC; Boston (MA); Hybrid; USD 90,000 - 119,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Paid Time Off

Job summary

PTC is seeking a Manager, Customer Success Associates for Onshape in Boston. The role leads a team delivering Customer Success at scale for smaller Onshape customers, combining hands-on engagement with people management and process optimization.

The position focuses on improving experience, driving retention, and partnering with Sales, Finance, and Operations to remove friction. Strong leadership and cross-functional collaboration are essential.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer Success

People Management

Coaching

Communication

Cross-functional

Tools

Salesforce

Zendesk

CRM Systems

Job description

PTC is seeking a Manager, Customer Success Associates for Onshape in Boston. The role leads a team delivering Customer Success at scale for smaller Onshape customers, combining hands-on engagement with people management and process optimization.

The position focuses on improving experience, driving retention, and partnering with Sales, Finance, and Operations to remove friction. Strong leadership and cross-functional collaboration are essential.