VP of Customer Success

COMPANY OVERVIEW

Transforming the way companies Design, Manufacture, Connect to, and Service their products, EAC Product Development Solutions (EAC) is a complete source for your product development needs. EAC has been an industry leader for over 29 years and our experts help guide companies to achieve their strategic business goals and optimize their technology, systems, people, and processes for long-term success. Our capabilities span the world of Additive Manufacturing/3D printing and the entirety of the manufacturing process from design ideation to product engineering to manufacturing and services in the field.

EAC CULTURE: https://www.eacpds.com/culture/

POSITION OVERVIEW - This position is remote and applicant must be currently residing in the USA. The position has a specific focus on oversight to software Service Delivery and Implementation.

The Vice President of Customer Success is a key member of the PTC Business Unit executive leadership team, responsible for shaping and executing strategies that drive customer satisfaction, retention, and growth. This role focuses on the Client Services departments and provides strategic direction and operational oversight to ensure consistent, world-class client experiences. You’ll be charged with growing our services business, improving our customer experience, and aligning delivery performance with our ambitious goals. The ideal candidate is a proven leader who can build, optimize, and champion our full range of service delivery offerings while ensuring alignment with company objectives for excellence and long-term success.

This isn’t just a leadership role — it’s a strategic, high-ownership position with a seat at the PTC Business Unit executive table. You’ll be charged with growing our services business, improving our customer experience, and aligning delivery performance with our ambitious goals. If you are passionate about operational excellence, customer success, and strategic growth, this is the opportunity for you.

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.

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.

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

Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

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

PHYSICAL ABILITIES

Physical abilities that are commonly associated with the performance of the functions of this job.  The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 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: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or date of school attendance or graduation. You will not be penalized for redacting or removing this information.

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.