Vice President of Customer Success

About PTC (NASDAQ: PTC)

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 over 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.

Position: Vice President Professional Services and Customer Success Management

Reports to: SVP Customer Success Management

Location: Singapore or Japan preferred

This role will be responsible for leading our APAC success management & professional services teams with the goal of ensuring that customers achieve their desired outcomes while using our products and services. This includes driving customer adoption, retention, and growth, overseeing the implementation of solutions, managing customer relationships, and ensuring customer satisfaction.

This leader will inspire a high-performing and highly innovative team to deliver targeted, quality, and differentiated services that meet customer needs, fuel growth, and reinforce PTC’s reputation as a trusted innovation partner.

• Develop and implement strategies to improve customer satisfaction, adoption, retention, and growth in the Asia-Pacific regions.
• Lead, mentor, and develop the Regional Directors and CSM teams in the region.
• Analyze customer data to identify trends and opportunities for improvement.
• Execute a strategy for delivering professional services in the Asia Pacific region.
• Manage a team of billable professional services consultants, project managers and pre-sales services sellers.
• Ensure successful delivery of projects and high levels of customer satisfaction.
• Build and maintain strong relationships with key customer executives with the goal of maintaining, renewing and expanding ARR.
• Collaborate with Solutions Consulting, Sales, Product, and Support teams to formulate strategic delivery, onboarding, ARR risk mitigation and renewal/expansion plays to ensure a seamless customer experience.
• Manage the financial performance (including utilization) of the professional services organization.
• Participate and lead customer executive meetings to represent PTC delivery and success management.

• Highly motivated, innovative, and engaging individual with exceptional interpersonal, verbal/written communication skills, and attention to detail.
• Must be able to work independently, take initiative, maintain relationships and be able to work effectively in collaboration with all levels of the organization.
• High energy influencer, capable of leading and managing across a wide variety of business areas and with different leadership styles.
• Ability to work effectively with diverse groups.
• Strong problem solving/decision-making skills with sound judgment.

• 15+ years of experience in customer success and professional services, the last 5 in progressive leadership roles.
• Demonstrated experience driving customer satisfaction, retention, and growth.
• Proven track record of successfully managing a services business.
• Strong leadership and team management skills – consistently building customer focused, high performing teams.
• Excellent communication and interpersonal skills with the ability to effectively communicate complex concepts to diverse audiences.
• Ability to analyze data and make data-driven decisions to deliver on business objectives.
• Experience successfully operating with a global, matrix organization.
• Bachelor’s degree required, Masters preferred
• This position is heavily customer-facing and will require significant travel.
• Domain Expertise: Deep understanding of PLM, CAD and adjacent markets (IoT, AR, SaaS enterprise software).