Customer Success Coach

About the role

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.

Responsibilities

• Responding to customer inquiries and advising on Arena capabilities and best practices for the industry or domain.
• Acting strategically to help customers achieve their business goals and outcomes.
• Maintaining customer success plans, activities, and notes within Gainsight.
• Nurturing relationships and identifying risks or opportunities for expansion.
• Identifying and resolving issues or dissatisfaction by applying the appropriate resources.
• Monitoring escalations and advocating for product enhancements as appropriate.
• Contributing to the ongoing optimization of our coaching systems, processes, and tools.
• Working closely with cross-functional teams to enhance the customer experience and drive customer growth, retention, and satisfaction.

Requirements

• 8-10+ years of hands-on experience with PLM and QMS (Arena preferred).
• Working knowledge of ERP and CAD systems and their relationship to PLM.
• Experience managing a portfolio of customer accounts in the Enterprise space, with a strong focus on driving adoption – helping customers translate features into day-to-day use and long-term value.
• Strong business acumen, communication (candid, vocal, and honest), and presentation skills.
• Able to connect system capabilities to business outcomes and guide customers toward practical, scalable solutions.
• A mindset of putting the customer first and exceeding expectations.
• History of building relationships at all levels of a customer’s organization and internally.

Qualifications

• Gainsight or other CSM software experience is a plus, not required.
• Four-year BA/BS degree (Technical) or equivalent experience.
• Minimum of 8-10 years of professional experience in a customer-facing role within SaaS or other enterprise applications and services.
• Industry experience in electronics manufacturing, Life Sciences, or other regulated industries is a plus.

Skills

• Strategic mindset
• Customer-focused approach
• Problem-solving abilities
• Effective communication skills
• Ability to adapt to new technologies and systems

Benefits

• PTC carefully considers a wide range of factors when determining compensation. The anticipated annual salary range for this position is between $99,000-$140,000.
• PTC offers a comprehensive benefits package including 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 a generous commuter subsidy.
• PTC employees may also participate in the company’s employee share purchase program (ESPP) and equity programs.

Pay

The anticipated annual salary range for this position is between $99,000-$140,000.

Schedule

Remote - USA

Contact

For more information about PTC’s comprehensive benefits and our AI usage, please visit our Careers Page (https://www.ptc.com/en/careers/united-states-careers).