Senior Customer Success Manager

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

As a Senior Customer Success Manager at Parametric Technology (UK) Limited, you will be a strategic partner for our key enterprise customers, ensuring their successful adoption, utilization, and expansion of our solutions to drive maximum value and foster long-term relationships.

Job Responsibilities:

* Develop and execute comprehensive customer success plans for a portfolio of strategic accounts, aligning with their business objectives and our product roadmap.
* Proactively identify and mitigate risks to customer satisfaction and retention, escalating issues as necessary and driving timely resolution.
* Conduct regular business reviews with customers, presenting value realization, identifying new opportunities, and providing strategic recommendations.
* Act as a trusted advisor, understanding customer challenges and advocating for their needs internally to product, support, and sales teams.
* Drive product adoption and utilization by providing best practices, training, and support, and identifying opportunities for upselling and cross-selling.
* Collaborate closely with sales teams to ensure smooth customer onboarding and account transitions, and to identify expansion opportunities.
* Contribute to the continuous improvement of customer success processes, tools, and best practices within the organization.
* Mentor and guide junior Customer Success Managers as needed.

Job Qualifications:

* Bachelor's degree in Business, Engineering, Computer Science, or a related field.
* 5+ years of experience in customer success, account management, or a similar client-facing role within the software or technology industry, preferably with CAD/PLM/IoT solutions.
* Proven track record of managing and growing relationships with large enterprise accounts.
* Strong understanding of complex software solutions and the ability to articulate technical concepts to both technical and non-technical audiences.
* Excellent communication, presentation, and interpersonal skills with the ability to build rapport and influence stakeholders at all levels.
* Demonstrated ability to drive customer value, identify growth opportunities, and manage customer escalations effectively.
* Strategic thinker with strong problem-solving and analytical abilities.
* Experience with CRM software (e.g., Salesforce) and customer success platforms.
* Ability to travel occasionally to customer sites within the UK and potentially internationally.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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