[Remote] Customer Success Coach

Note: The job is a remote job and is open to candidates in USA. PTC is a leading company that brings the physical and digital worlds together through its software solutions. The Customer Success Coach will guide customers in adopting and growing their use of the Arena SaaS PLM/QMS solution, ensuring they achieve their business goals and maintain strong relationships.ResponsibilitiesResponding to customer inquiries and advising on Arena capabilities and best practices for the industry or domainActing strategically to help customers achieve their business goals and outcomesMaintaining customer success plans, activities, and notes within GainsightNurturing relationships and identifying risks or opportunities for expansionIdentifying and resolving issues or dissatisfaction by applying the appropriate resourcesMonitoring escalations and advocating for product enhancements as appropriateContributing to the ongoing optimization of our coaching systems, processes, and toolsWorking closely with cross-functional teams to enhance the customer experience and drive customer growth, retention, and satisfactionSkills8-10+ years of hands-on experience with PLM and QMS (Arena preferred)Working knowledge of ERP and CAD systems and their relationship to PLMExperience 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 valueStrong business acumen, communication (candid, vocal, and honest), and presentation skillsBrings a strategic mindset – able to connect system capabilities to business outcomes and guide customers toward practical, scalable solutionsA mindset of putting the customer first and exceeding expectationsHistory of building relationships at all levels of a customer's organization and internallyFour-year BA/BS degree (Technical) or equivalent experienceMinimum of 8-10 years of professional experience in a customer-facing role within SaaS or other enterprise applications and servicesGainsight or other CSM software experience is a plus, not requiredIndustry experience in electronics manufacturing, Life Sciences, or other regulated industries is a plusBenefitsEligible employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP) which allows for the purchase of discounted PTC stock.Certain roles may also be eligible for participation in our equity programs.Employees may be eligible for 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 if you are an office-assigned employee, a generous commuter subsidy.Company OverviewPTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. It was founded in 1985, and is headquartered in Boston, Massachusetts, US, with a workforce of 5001-10000 employees. Its website is http://ptc.co/VLED30oHtEh.Company H1B SponsorshipPTC has a track record of offering H1B sponsorships, with 4 in 2026, 57 in 2025, 61 in 2024, 75 in 2023, 86 in 2022, 111 in 2021, 72 in 2020. Please note that this does not guarantee sponsorship for this specific role.