Customer Success Team Lead — Scale & Impact

Onshape; Boston, Northern (MA, KY); Hybrid; USD 90,000 - 119,000; Full time

Benefits offered by this job

ESPP

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Commuter Subsidy

Job summary

Onshape is seeking a Customer Success Associate Manager in hybrid Boston to lead a team delivering success at scale for a large base of smaller customers. This player-coach role blends hands-on engagement with leadership, process optimization, and continuous improvement, ensuring timely, professional support while boosting satisfaction and retention.

The ideal candidate has 5+ years in customer success, at least 2 years in people management, and strong cross-functional collaboration across

Qualifications

• 5+ years of experience in Customer Success, Support, Account Management, or related customer-facing roles.
• 2+ years of people management experience preferred.
• Experience working cross-functionally with Sales, Support, and Finance teams.
• Experience with Salesforce, Zendesk, or similar CRM and case management platforms.

Responsibilities

• Lead and develop the Customer Success Associates team, set objectives and KPIs, and conduct performance reviews.
• Monitor inbound requests, ensure timely, accurate responses, and act as escalation point for complex issues.
• Define and optimize workflows, playbooks, and case management; track service metrics and drive improvements.
• Support retention by addressing renewal inquiries promptly and partner with Sales for expansion opportunities.

Skills

Strong coaching and leadership

Excellent written and verbal comms

Analytical mindset

Prioritization skills

Tools

Salesforce

Zendesk

Job description

Onshape is seeking a Customer Success Associate Manager in hybrid Boston to lead a team delivering success at scale for a large base of smaller customers. This player-coach role blends hands-on engagement with leadership, process optimization, and continuous improvement, ensuring timely, professional support while boosting satisfaction and retention.

The ideal candidate has 5+ years in customer success, at least 2 years in people management, and strong cross-functional collaboration across