Manager, Customer Success Associates - Onshape
Reports to: Senior Director, Customer Success, Onshape
Location: Hybrid - Boston, MA
Position Summary The Manager, Customer Success Associates leads the team responsible for delivering Customer Success at scale to a large number of smaller Onshape customers who do not have a dedicated Customer Success Manager. This player-coach role combines hands-on customer engagement, managing direct reports, operational excellence, and continuous improvement.
The Manager is accountable for the overall experience and performance of this customer segment-ensuring customers receive timely, professional, and effective assistance while driving strong satisfaction and retention. They lead and develop the CSA team, establish service standards and workflows, monitor performance and customer trends, and step into complex or high-impact customer situations when needed.
Beyond managing day-to-day operations, the Manager is responsible for continuously improving how Onshape serves this customer segment. This includes identifying opportunities for better processes, automation, self-service, and proactive engagement that allow the team to deliver an exceptional customer experience efficiently and at scale.
The Manager partners closely with Customer Success, Sales, Technical Services, Finance, and Operations to remove customer friction, identify renewal risks and growth opportunities, and ensure customers experience Onshape as one coordinated organization.
The ideal candidate is a strong people leader and customer advocate who combines operational discipline with a continuous-improvement mindset and is energized by the challenge of delivering outstanding Customer Success at scale.
ResponsibilitiesTeam Leadership- Recruit, onboard, coach, and develop Customer Success Associates.
- Establish and manage team objectives, KPIs, and service-level expectations.
- Conduct regular performance reviews and career development conversations.
- Foster a customer-first culture focused on responsiveness, accountability, and problem-solving.
- Create coverage plans and ensure consistent support during business hours.
Customer Experience Management- Monitor inbound customer requests and ensure timely, accurate, and professional responses.
- Act as an escalation point for complex customer issues.
- Partner with Customer Success, Sales, Technical Services, and Finance teams to resolve customer needs efficiently.
- Identify recurring customer pain points and drive process improvements.
Operational Excellence- Define and optimize workflows, playbooks, and case management practices.
- Maintain quality standards across customer interactions.
- Track and report on service metrics and team performance.
- Analyze trends in customer inquiries and recommend operational improvements.
- Ensure appropriate routing and escalation of technical, sales, and renewal-related opportunities.
Business Impact- Support retention efforts by ensuring renewal and account-related inquiries are addressed promptly.
- Partner with Sales to identify expansion opportunities.
- Improve customer satisfaction through consistent service delivery.
- Drive efficiencies that enable scalable support for Onshape's growing customer base.
Key Performance Indicators- Gross Retention for this customer segment
- First response time
- Case resolution time
- Customer satisfaction (CSAT)
- SLA attainment
- Opportunity identification and handoff rate
- Renewal inquiry resolution rate
- Renewal risk escalations identified
- Escalation rate
- Team productivity and quality metrics
Qualifications- 5+ years of experience in Customer Success, Support, Account Management, or related customer-facing roles.
- 2+ years of people management experience preferred.
- Strong coaching and leadership skills.
- Excellent written and verbal communication skills.
- Experience with Salesforce, Zendesk, or similar CRM and case management platforms.
- Strong analytical and operational mindset.
- Ability to manage competing priorities in a fast-paced environment.
- Experience working cross-functionally with Sales, Support, and Finance teams.
PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $90,000 - 119,000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity programs. Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and, if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.
For more information about PTC's comprehensive benefits, please visit our Careers Page.
PTC recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled.
This position is not eligible for employment-based immigration sponsorship. Applicants must be authorized to work in the United States without requiring current or future sponsorship from PTC.
