Enterprise CSM: Drive Adoption, Renewal & Growth

Professional Transportation Consulting, Inc.; Boston (MA); On-site; USD 122,000 - 155,000; Full time

Job summary

PTC’s Onshape team is seeking an experienced Customer Success leader to own the post-sale journey for a portfolio of enterprise customers. You will align executives, drive adoption, and ensure measurable value across deployments, renewals, and expansions.

This high-impact role requires executive presence, cross-functional collaboration, and a proven track record in B2B SaaS customer success. You will coordinate teams, manage complex programs, and help shape product strategy through customer

Qualifications

• 5+ years of measurable success in enterprise Customer Success, strategic account management, consulting, or a comparable customer-facing role with complex organizations.
• A record of improving adoption, retention, growth, or customer outcomes in a B2B SaaS or technology environment.
• Executive presence and the ability to communicate business value credibly with leaders, technical stakeholders, and end users.
• Strong program and project leadership, including the ability to structure complex deployments or change initiatives with limited direction.
• Business acumen and curiosity. You learn how customers operate, uncover the problems behind the request, and connect product capabilities to meaningful outcomes.
• Analytical judgment. You can interpret customer and product data, separate signal from noise, and translate findings into a clear recommendation or action plan.
• Cross-functional influence. You create alignment without relying on formal authority and balance customer needs with sound business decisions.
• Excellent written, verbal, and presentation skills, with the judgment to adapt content for the audience.
• Comfort working in a fast-moving, metrics-oriented environment while handling sensitive customer and business information with discretion.
• Ability to travel 20%.
• Helpful, but not required Experience with CAD, product development, engineering, manufacturing, or digital transformation.
• Experience with Salesforce and customer-success, support, or work-management platforms such as ChurnZero, Zendesk, or Jira.
• A bachelor’s degree or equivalent practical experience.

Responsibilities

• Lead the customer journey from enterprise handoff through deployment, adoption, value realization, renewal, expansion, and advocacy. Develop strategic success and account plans with Sales and Technical Services, connecting customer priorities, critical use cases, stakeholders, risks, and measurable outcomes.
• Lead executive success reviews that demonstrate progress, reinforce return on investment, surface obstacles, and align on the next set of business priorities.
• Guide complex implementations and change initiatives, establishing clear milestones, ownership, governance, and success measures.

Job description

PTC’s Onshape team is seeking an experienced Customer Success leader to own the post-sale journey for a portfolio of enterprise customers. You will align executives, drive adoption, and ensure measurable value across deployments, renewals, and expansions.

This high-impact role requires executive presence, cross-functional collaboration, and a proven track record in B2B SaaS customer success. You will coordinate teams, manage complex programs, and help shape product strategy through customer