Customer Success Management

Senior / Principal Customer Success Management - Korea

Responsibilities

• Lead and expand PTC's strategic relationships with enterprise clients and partners subscribed to PTC software solutions.
• Design, implement, and optimize partnership operating frameworks to drive effective adoption, expansion, renewal, and business transformation.
• Serve as a trusted advisor to C-level executives, program leaders, and technical teams, providing strategic guidance and thought leadership.
• Champion the voice of the customer within PTC, delivering actionable feedback to improve products, solutions, and customer experience.
• Own and drive value achievement management, churn risk mitigation, and strategic account planning for high-value customers.
• Enable and coach partners in success management best practices, supporting partner-led customer adoption and renewal.
• Act as a subject-matter expert and role model within the Customer Success organization, sharing best practices and driving continuous improvement.
• Lead cross-functional initiatives in complex, multi-phase projects, ensuring alignment with customer business objectives and measurable outcomes.

Skills

• Exceptional oral and written communication skills, with the ability to influence and engage senior executive audiences and stakeholders at all levels.
• Deep domain expertise in CAD, PLM, IIoT, AR, or related engineering and digital transformation fields, with a proven track record of solution implementation.
• Advanced business acumen and the ability to translate technical and operational challenges into strategic business value and executive-level support.
• Strong project and program management skills, with experience leading large-scale, cross-functional initiatives in a matrix environment.
• Proven ability to manage multiple complex engagements simultaneously and deliver results under pressure.

Experience

• Minimum 8 years of experience in customer-facing service roles, with at least 3 years in a CSM or relevant role experience.
• Extensive experience in the manufacturing sector and digital transformation projects.
• Demonstrated success in strategic account management, customer success leadership, or professional services consulting.

Language

• Korean (Native or Fluent)
• Business English (Fluent, written & spoken; TOEIC/OPIc advanced level preferred).

Education

• Bachelor's degree or higher in Computer Science, Mechanical Engineering, Business Administration, or related field.
• Legally authorized to work in Korea.

Preferred Qualifications

• Advanced Project Management experience (PMP certification preferred)
• Background in Senior Customer Success Management, Professional Services, Solution Consulting, or Strategic Account Management
• In-depth familiarity with PLM, ALM, CAD, IIoT, AR, or Digital Transformation solutions
• Experience working with or for a PTC partner, with proven results in partner enablement and joint customer success
• Recognized as a senior individual contributor or subject-matter expert, influencing without formal authority across teams and stakeholders