Education Customer Success Manager - Onshape at PTC

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Apr, 26

Salary

0.0

Posted On

09 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Communication, Relationship Building, Problem Solving, Proactive Approach, Collaboration, Training, Onboarding, Retention Strategies, CRM Tools, Education Institutions, SaaS, EdTech, CAD, STEM Education

Industry

Software Development

Description

Onshape is a professional cloud-native CAD platform that is also widely adopted in K-12 and higher education for its accessibility, collaboration features, and zero IT overhead. The Onshape Education Team supports schools worldwide with access, support, and learning resources. As an Education Customer Success Manager, you will own relationships with assigned education accounts across the US and work closely with the Education Account Management and Technical Services teams. Your mission is to increase adoption, retention, and satisfaction by guiding educators at these accounts through onboarding, implementation, and ongoing engagement. You will help to develop the customer journey, resources, and processes that customers experience. This is an individual contributor role reporting to the Education Customer Success & Operations Manager. Ability to understand customers' needs and work cross-functionally to align and develop solutions. Proactive approach to identifying and resolving customer issues. Ability to prioritize issues, deal with ambiguity and work independently. Strong communication and relationship-building skills. Ability to thrive in a fast-paced, dynamic environment with changing priorities. Bachelor's degree in Business, Communications, Education or related field. 2+ years in Customer Success, Account Management, or similar client-facing role (preferably in SaaS or EdTech). Experience with CRM tools (Salesforce, Gainsight, or similar). Understanding of education institutions and structures. Familiarity with CAD or STEM education is a plus. Onboarding & Enablement Lead kickoffs and onboarding for educators and administrators in new accounts. Deliver training sessions and resources tailored to education use cases. Improve and create new resources for the onboarding journey of new accounts. Build strong relationships to ensure successful implementation and long-term adoption. Develop retention strategies and mitigate churn risks proactively. Collaborate with the marketing team on webinars, events, and success stories.

Responsibilities

As an Education Customer Success Manager, you will manage relationships with education accounts and guide educators through onboarding and implementation. Your mission includes increasing adoption, retention, and satisfaction while developing customer resources and processes.