Customer Success Manager - Scale & Team Leadership

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

Benefits offered by this job

Medical, dental and vision insurance

Paid time off

Sick leave

Tuition reimbursement

401(k) with employer match

Flexible spending accounts

Life insurance

Disability coverage

Generous commuter subsidy

Employee share purchase program (ESPP)

Job summary

PTC in Boston is seeking a Manager, Customer Success Associates for Onshape to lead a team delivering customer success at scale. This role combines hands-on customer engagement, people management, and process improvements to improve retention and satisfaction.

The ideal candidate has 5+ years in customer-facing roles and 2+ years of people management, with strong communication and collaboration skills across Sales, Technical Services, and Finance.

Qualifications

• 5+ years 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.
• Ability to manage competing priorities in a fast-paced environment.
• Experience working cross-functionally with Sales, Support, and Finance teams.

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.
• Monitor inbound customer requests and ensure timely, accurate, and professional responses.
• Act as an escalation point for complex customer issues.
• Partner with multiple teams to resolve customer needs efficiently.
• Define and optimize workflows, playbooks, and case management practices.
• Maintain quality standards across customer interactions.
• Track and report on service metrics and team performance.
• Analyze trends in customer inquiries and recommend operational improvements.
• Ensure appropriate routing and escalation of technical, sales, and renewal-related opportunities.
• Support renewal and account-related inquiries to drive retention and growth.

Skills

Customer Success

People Management

Coaching

Communication

CRM Systems

Analytics

Cross-functional Collaboration

Prioritization

Tools

Salesforce

Zendesk

Job description

PTC in Boston is seeking a Manager, Customer Success Associates for Onshape to lead a team delivering customer success at scale. This role combines hands-on customer engagement, people management, and process improvements to improve retention and satisfaction.

The ideal candidate has 5+ years in customer-facing roles and 2+ years of people management, with strong communication and collaboration skills across Sales, Technical Services, and Finance.