Manager, Customer Success Associates - Onshape

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.   Manager, Customer Success Associates – Onshape Reports to: Senior Director, Customer Success, Onshape Location: Hybrid – Boston, MA Position Summary The Manager, Customer Success Associates leads the team responsible for delivering Customer Success at scale to a large number of smaller Onshape customers who do not have a dedicated Customer Success Manager. This player-coach role combines hands-on customer engagement, managing direct reports, operational excellence, and continuous improvement. The Manager is accountable for the overall experience and performance of this customer segment—ensuring customers receive timely, professional, and effective assistance while driving strong satisfaction and retention. They lead and develop the CSA team, establish service standards and workflows, monitor performance and customer trends, and step into complex or high-impact customer situations when needed. Beyond managing day-to-day operations, the Manager is responsible for continuously improving how Onshape serves this customer segment. This includes identifying opportunities for better processes, automation, self-service, and proactive engagement that allow the team to deliver an exceptional customer experience efficiently and at scale. The Manager partners closely with Customer Success, Sales, Technical Services, Finance, and Operations to remove customer friction, identify renewal risks and growth opportunities, and ensure customers experience Onshape as one coordinated organization. The ideal candidate is a strong people leader and customer advocate who combines operational discipline with a continuous-improvement mindset and is energized by the challenge of delivering outstanding Customer Success at scale. Responsibilities Team Leadership Recruit, onboard, coach, and develop Customer Success Associates. Establish and manage team objectives, KPIs, and service-level expectations. Conduct regular performance reviews and career development conversations. Foster a customer-first culture focused on responsiveness, accountability, and problem-solving. Create coverage plans and ensure consistent support during business hours. Customer Experience Management Monitor inbound customer requests and ensure timely, accurate, and professional responses. Act as an escalation point for complex customer issues. Partner with Customer Success, Sales, Technical Services, and Finance teams to…