Principal Customer Success Manager
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As a Principal/Senior Customer Success Manager at PTC, you guide strategic enterprise relationships to maximize value from our solutions. You’ll drive satisfaction, retention, and growth through executive-facing guidance, governance of complex engagements, and collaboration across cross-functional teams. Your work informs product and service improvements while shaping transformation programs for high-value customers. This role offers impact at scale within a global, innovation-driven company.
Responsabilità- Lead and expand strategic relationships with enterprise clients and partners using PTC software
- Design and optimise partnership operating models to support adoption, renewal, and transformation
- Advise C-level executives and technical leaders with strategic guidance and thought leadership
- Champion the voice of the customer and provide actionable feedback to improve products and experiences
- Own value achievement management, churn risk mitigation, and strategic account planning for top customers
- Coach partners on success management practices to enable partner-led adoption and renewal
- Mentor junior Customer Success Managers to foster excellence and continuous improvement
- Lead cross-functional teams in multi-phase projects aligned with customer objectives and measurable outcomes
- 8+ years in customer-facing roles, with at least 3 in senior/leadership capacity
- Extensive manufacturing and digital transformation experience
- Proven track record in strategic account management or professional services/consulting
- Fluent in Italian and Business English (spoken and written)
- Master’s degree or higher in a related field
- Experience leading large-scale, cross-functional initiatives in matrix environments
- excellent written and verbal communication
- ability to influence senior executives
- strategic thinking and business acumen
- CAD and PLM domain expertise
- digital transformation implementations
- project and program management
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