VP of Customer Success

EAC Product Development Solutions; Minneapolis (MN); Remote; USD 150,000; Full time

Job summary

A leading product development firm in Minneapolis seeks an experienced executive to drive strategic leadership, customer success, and service operations. The ideal candidate brings over 10 years of leadership in enterprise software services, exceptional client-facing skills, and strong financial acumen. Responsibilities include overseeing customer satisfaction initiatives and resource allocation. The position offers a salary of $150K and a suite of benefits including medical insurance, flexible PTO, and bonuses.

Benefits

Medical insurance

Flexible PTO

401(k) Plan with Employer match

Eligible for bonuses

Annual Company trip

Qualifications

• 10+ years of progressive leadership experience in enterprise software services.
• Proven success managing P&L and building high-margin service offerings.
• Background in technical delivery and strategic business development.

Responsibilities

• Contribute to strategic planning and execution across all service functions.
• Oversee customer success initiatives and drive measurable outcomes.
• Build scalable processes and ensure alignment with organizational goals.

Skills

Client-facing skills

Financial acumen

Leadership

Analytical skills

Communication skills

Education

Bachelor's degree in Business, Engineering or related

MBA or equivalent experience

Job description

Job Description

Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.

Strategic Leadership

• Serve as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.
• Define and refine our services portfolio to align with evolving market needs and customer demands.
• Develop long‑range plans for service delivery excellence, customer retention, and recurring revenue growth.
• Resource allocation and accountability – ensure that the departmental budget is aligned with organizational goals and objectives.

Customer Success & Business Development

• Oversee customer success initiatives and post‑sales execution to ensure measurable outcomes and satisfaction.
• Foster deep, trusted relationships with enterprise customers, enabling expansion and ability to create a customer experience reference.
• Partner with sales leadership to shape go‑to‑market strategies and ensure seamless handoffs from pre‑sales to delivery.

Service Operations & Execution

• Own the full lifecycle of service delivery: project implementation, customer success, enablement, and support.
• Build scalable processes and delivery frameworks that drive quality, margin, and velocity.
• Implement and monitor key performance indicators (KPIs) across utilization, margin, delivery timelines, and customer satisfaction.
• Work collaboratively and cross‑functionally with other departments and leadership to ensure alignment and efficiency in serving clients.
• Advocate and promote a positive work environment.

Team Development & Culture

• Lead, mentor, and grow a high‑performing team of service managers, project leaders, solution architects, and implementation specialists.
• Establish a culture of accountability, innovation, and continuous improvement across the delivery organization.
• Champion professional development and career progression for all service personnel.
• Provide leadership to support staff, including discipline, conducting interviews for potential new hires, establishing staffing structure, and providing mentorship and resources to achieve company goals.
• Perform other duties as assigned, based on company needs.

Qualifications

An equivalent combination of education, training and experience will be considered.

What You Bring

• 10+ years of progressive leadership experience managing teams within enterprise software services, (preferably with PLM, IoT, AR, and cloud/SaaS platforms) with proven success leading and developing teams, managing direct reports, and handling performance/disciplinary responsibilities.
• Proven success managing P&L, building high‑margin service offerings, and scaling delivery operations.
• Strong financial and analytical acumen — able to model, forecast, and drive profitable growth.
• Outstanding client-facing skills and the ability to influence stakeholders from the plant floor to the boardroom.
• Background in both technical delivery and strategic business development.
• Bachelor’s degree required (Business, Engineering, or related). MBA or equivalent experience preferred.

Core Skills & Attributes

• Strong commitment to confidentiality and professionalism when handling sensitive employee and business information.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work with time-sensitive deadlines, multi-task, and meet project and corporate goals while working in stressful situations.
• Strong organizational skills with the ability to work independently with focus and discipline to achieve customer and company goals.
• Experience in strategic planning and execution, with a focus on continuous improvement and operational efficiency.
• Demonstrated ability to perform consistently with high collaboration, leadership, and output.
• Availability to work evenings, overnights, and weekends as required by contract obligations or company needs.

Additional Information

COMPENSATION

• Base Annual Salary is $150K for this salaried, exempt Full-Time remote position

BENEFITS

• Medical insurance
• Employer Paid Short Term Disability
• Flexible PTO (take as you need, no accrual)
• Vision insurance
• Dental Insurance
• 401(k) Plan with Employer match
• Basic Life, AD&D, and Disability Insurance
• Employee Assistance Program
• Paid Holidays
• Eligible for bonuses
• Qualify for annual Company trip

Work Environment

• Ability to work in a remote environment or in-office.
• Exposed to moderate noise levels.

PHYSICAL ABILITIES

• Light sedentary office work.
• Ability to travel to sites throughout North America as needed.
• Overnight travel will be required (25%).
• Ability to stand for long periods of time.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

NOTE TO COLORADO RESIDENTS

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EEO Statement

EAC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws.