Principal Customer Success Manager

Responsibilities

• Work with high‑visibility accounts in the Industrials, Electronic & HighTech, MedTech and/or Aerospace & Defence sectors to advance PTC’s relationship with direct strategic/enterprise and commercial customers.
• Establish and maintain the partnership operating framework, ensuring stakeholder engagement to drive effective adoption, expansion, and renewal.
• Act as a trusted advisor for the client’s executive, program and technical teams, collaborating closely with PTC stakeholders.
• Serve as the voice of the customer within PTC, providing critical feedback to improve the overall experience, product quality, and identify market growth opportunities.
• Contribute as an integral member of the account team(s); identify and react to new threats/opportunities, maintain proactive engagement, and provide account management support.
• Effectively manage critical adoption programs for key accounts as designated by the Customer Success and Sales Regional Directors.
• Ensure a rapid and successful adoption of acquired solutions and that customers realize value from these solutions.

Preferred Skills and Experience

• Experience working with accounts in the Industrials, Electronic & HighTech, MedTech and/or Aerospace & Defence domains, including CAD, PLM and/or ALM software, and the ability to understand how these solutions are implemented.
• Well‑developed oral and written communication skills with a proven ability to listen and tailor messages for multiple audiences from executive decision‑makers to staff at all levels.
• Broad understanding of business functions and priorities, with the ability to translate technical and operational issues into business terms and value propositions, ensuring executive support for long‑term improvements.
• Basic practical understanding of project management and the ability to multi‑task while coordinating activities from multiple functions in a matrix environment.

Competencies

• Integrity & Trust: Established record of trust, direct and thoughtful, unafraid to present the unvarnished truth in an appropriate and helpful manner; keeps confidences, admits mistakes, and never misrepresents the company for personal gain.
• Composure: Thrives in ambiguous environments, stays cool under pressure, does not become defensive or irritated, and is counted on to hold things together during tough times.
• Organizational Agility: Knowledgeable about how organizations work, gets things done through formal channels and informal networks, understands culture, navigates systems, and builds and maintains consistent key policies, practices, and procedures to provide a high‑level client experience.

Basic Qualifications

• 10+ years of Customer Success, Project Management, Program Management, or relevant industry experience.
• Bachelor's Degree or equivalent experience.
• Fluency in German and English (written and spoken) is required.
• Ability to travel approximately 25% of the time.
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