Senior Customer Success Management 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.  

Your Impact

Customer Success Manager is a specialized role within Customer Success that focuses on providing personalized attention to customers and acting as customer advocates within PTC to ensure customers achieve success, their desired goals and outcomes while using PTC products or services.
The CSM ensures high level of customer satisfaction through delivery and coordination of services targeted at the development of long-term, trusted relationships between the Customer and PTC.

Your contribution to PTC business goals:

• Ensuring that customers are happy with our work and want to renew their subscriptions
• Identifying software subscriptions expansion

Your Day-To-Day

• Cultivate enduring partnerships with clients through personalized support and guidance.
• Assist clients in achieving their goals and overcoming challenges. Build trust and deliver value to drive mutual growth and success.
• Proactively assist managing projects and milestones to ensure progress and alignment with long-term objectives.
• Drive customer value after the sale of PTC technology by leading the customer through their adoption journey. 
• Ensure customers adopt and scale the technologies leading to renewal and expansion opportunities within the account.
• Support Renewal and Expansion Opportunities - Along with this, Success Plans help facilitate expansion and renewal opportunities.
• Champions and Trusty Advisors - Remaining the champion and trusted advisor to the customer will assist in fortifying the partnership and growing the account. 
• Monitor Risk and Problem Solve - It is the Customer Success Manager's responsibility to constantly monitor risk and measure progress towards goals. Each quarter, Customer Success Managers and Executive Management at PTC come together to report on the status of each customer. Based on the information shared, guidance and next steps will be provided to strategize towards meeting goals and mitigating risk. 
• Advocate for the Customer - Remaining the voice of the customer by sharing critical client feedback and product requests will help PTC appease the client and effectively build the product roadmap. Much of the product roadmap is created based on client requests so sharing client product recommendations is key to meeting their needs. Providing value to the customer is an important aspect of the Customer Success Manager role at PTC. A great way to display this is to provide training and share the available resources at PTC. Sharing data driven insights will also show the impact of the PTC partnership and will highlight growth.

Main Responsibility

• Align with sales team to ensure understanding of customer challenges and other information obtained during the sales process.
• Onboard new customers, ensure that software is installed, licenses are working, and they can begin using what they pay for.
• Manage the implementation of the technology to deliver first value to the customer.
• Monitor customer adoption data to ensure they are implementing the software.
• Uncover and solve challenges associated with achieving first value.
• Build a Success Plan to scale to ensure customers have a plan to expand their implementation footprint.
• Work with sales to drive expansion and renewal opportunities within the account.
• Manage customer health, Calls to Action, Gainsight Success Plans and Use Cases.
• Assess and mitigate risks and take a proactive approach to churn management.
• Gather customer feedback and act.
  • Customer complaints
  • Account escalations
  • Risk Mitigation

Your Skills and qualification:

• Bachelor’s or above degree in Computer Science, Mechanical Engineering, Business, or comparable degree
• Fluent in Business English(TOEIC 700＋)
• At least 5 years experience in Automotive Industry is an advantage
• Location in Nagoya area would be an advantage
• Project Management experience(PMP) would also be an advantage
• Strong Communication Skill and team working
• Customer Success Management experience(advantage)
• Experience in solutions in PLM, ALM, CAD and/or Digital Transformation(It is advantage)

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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