Principal Customer Success Manager

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

📋 Description

• Lead and enhance PTC’s strategic partnerships with enterprise clients and associates utilizing PTC software solutions.

• Design, execute, and refine partnership operating frameworks to promote adoption, expansion, renewal, and business transformation.

• Act as a trusted advisor to C-level executives, program leaders, and technical teams.

• Advocate for the customer’s perspective within PTC and provide actionable insights to enhance products, solutions, and the customer experience.

• Oversee and drive value achievement management, mitigate churn risk, and engage in strategic account planning for high-value clients.

• Empower and coach partners in best practices for success management, facilitating partner-led customer adoption and renewal.

• Guide and develop junior Customer Success Managers.

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

⛳️ Requirements

• A minimum of 8 years of experience in customer-facing service roles.

• At least 3 years in a senior or leadership role.

• Extensive background in the manufacturing sector and digital transformation initiatives.

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

• Exceptional oral and written communication abilities.

• Comprehensive domain expertise in CAD, PLM, or related fields of engineering and digital transformation.

• Demonstrated history of successful solution implementation.

• Advanced business acumen and the capability to convert technical and operational challenges into strategic business value.

• Strong project and program management skills.

• Experience in leading large-scale, cross-functional initiatives within a matrix environment.

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

• Fluent in Italian.

• Proficient in written and spoken Business English.

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

• Advanced Project Management experience (PMP certification is strongly preferred).

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

• In-depth knowledge of PLM, ALM, CAD, or Digital Transformation solutions.

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

• Experience in mentoring and developing customer success teams.

🏝️ Benefits

• Opportunities to explore, learn, and grow.

• Ideas brought to life and celebrated.

• Work alongside talented industry leaders.

• Privacy and data protection commitments.