Principal Customer Success Manager

Location: Remote, Italy

Time Type: Full time

Job Description

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.

About PTC

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 Customer Success Manager (CSM) at PTC, you will play a critical role in ensuring our customers achieve their desired outcomes while using PTC’s solutions. You will be responsible for driving customer satisfaction, retention, and growth by providing exceptional support, building strong relationships, and delivering value through PTC’s products and services.

Senior Customer Success Manager 

The Principal Customer Success Manager at PTC is a strategic leader responsible for driving the success of our enterprise customers and partners by maximizing the value of their investments in PTC solutions. This role requires deep expertise in customer success, business transformation, and executive stakeholder management. The Principal CSM leads complex engagements, mentors junior team members, and acts as a trusted advisor to senior executives, program leaders, and technical teams. The Senior CSM is accountable for customer outcomes, strategic expansion, and long-term partnership growth. 

Responsibilities 

• Lead and expand PTC’s strategic relationships with enterprise clients and partners subscribed to PTC software solutions. 

• Design, implement, and optimize partnership operating frameworks to drive effective adoption, expansion, renewal, and business transformation. 

• Serve as a trusted advisor to C-level executives, program leaders, and technical teams, providing strategic guidance and thought leadership. 

• Champion the voice of the customer within PTC, delivering actionable feedback to improve products, solutions, and customer experience. 

• Own and drive value achievement management, churn risk mitigation, and strategic account planning for high-value customers. 

• Enable and coach partners in success management best practices, supporting partner-led customer adoption and renewal. 

• Mentor and develop junior Customer Success Managers, fostering a culture of excellence and continuous improvement. 

• Lead cross-functional teams in complex, multi-phase projects, ensuring alignment with customer business objectives and measurable outcomes. 

Skills 

• Exceptional oral and written communication skills, with the ability to influence and engage senior executive audiences and stakeholders at all levels. 

• Deep domain expertise in CAD, PLM, or related engineering and digital transformation fields, with a proven track record of solution implementation. 

• Advanced business acumen and the ability to translate technical and operational challenges into strategic business value and executive-level support. 

• Strong project and program management skills, with experience leading large-scale, cross-functional initiatives in a matrix environment. 

• Proven ability to manage multiple complex engagements simultaneously and deliver results under pressure. 

Experience 

• Minimum 8 years of experience in customer-facing service roles, with at least 3 years in a senior or leadership capacity. 

• Extensive experience in the manufacturing sector and digital transformation projects. 

• Demonstrated success in strategic account management, customer success leadership, or professional services consulting. 

Language 

• Italian (Fluent) 

• Business English (Fluent in written and spoken English) 

Education 

• Master’s degree or higher in Computer Science, Mechanical Engineering, Business Administration, or a related field. 

Preferred Qualifications 

• Advanced Project Management experience (PMP certification strongly preferred) 

• Background in Senior Customer Success Management, Professional Services Leadership, Solution Consulting, or Strategic Account Management 

• In-depth familiarity with PLM, ALM, CAD, or Digital Transformation solutions 

• Experience working with or for a PTC partner, with proven results in partner enablement and joint customer success 

• Experience mentoring and developing customer success teams 

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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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