This is a fully remote position, open to applicants in California.

• Addressing customer inquiries and providing guidance on Arena's capabilities and best practices.

• Strategically assisting customers in reaching their business objectives and outcomes.

• Keeping customer success plans, activities, and notes updated within Gainsight.

• Cultivating relationships while identifying risks or opportunities for growth.

• Detecting and resolving issues or dissatisfaction by utilizing the appropriate resources.

• Overseeing escalations and advocating for product improvements as necessary.

• Contributing to the continuous enhancement of our coaching systems, processes, and tools.

• Collaborating closely with cross-functional teams to improve the customer experience and promote customer growth, retention, and satisfaction.

• 8-10+ years of practical experience with PLM and QMS (Arena preferred).

• Familiarity with ERP and CAD systems and their connection to PLM.

• Experience in managing a portfolio of customer accounts within the Enterprise sector.

• Strong business insight, communication, and presentation abilities.

• A commitment to putting the customer first and surpassing expectations.

• Proven history of building relationships at all levels within a customer's organization and internally.

• Experience with Gainsight or other CSM software is advantageous but not mandatory.

• A four-year BA/BS degree in a Technical field or equivalent experience.

• At least 8-10 years of professional experience in a customer-facing role within SaaS or other enterprise applications and services.

• Eligible employees have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP).

• 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.

• Generous commuter subsidy.

Principal Customer Success Coach

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