Full-Time VP of Customer Success

• Serve as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.
• Define and refine our services portfolio to align with evolving market needs and customer demands.
• Develop long-range plans for service delivery excellence, customer retention, and recurring revenue growth.
• Ensure that the departmental budget is aligned with organizational goals and objectives.
• Oversee customer success initiatives and post-sales execution to ensure measurable outcomes and satisfaction.
• Foster deep, trusted relationships with enterprise customers.
• Partner with sales leadership to shape go-to-market strategies and ensure seamless handoffs from pre-sales to delivery.
• Own the full lifecycle of service delivery: project implementation, customer success, enablement, and support.
• Build scalable processes and delivery frameworks that drive quality, margin, and velocity.
• Implement and monitor key performance indicators (KPIs) across utilization, margin, delivery timelines, and customer satisfaction.
• Work collaboratively and cross-functionally with other departments and leadership to ensure alignment and efficiency in serving clients.
• Lead, mentor, and grow a high-performing team of service managers, project leaders, solution architects, and implementation specialists.
• Establish a culture of accountability, innovation, and continuous improvement across the delivery organization.
• Champion professional development and career progression for all service personnel.

• 10+ years of progressive leadership experience managing teams within enterprise software services.
• Proven success managing P&L, building high-margin service offerings, and scaling delivery operations.
• Strong financial and analytical acumen.
• Outstanding client-facing skills and the ability to influence stakeholders.
• Background in both technical delivery and strategic business development.
• Bachelor’s degree required (Business, Engineering, or related). MBA or equivalent experience preferred.

• Strong commitment to confidentiality and professionalism.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work with time-sensitive deadlines and multi-task.
• Strong organizational skills with the ability to work independently.
• Experience in strategic planning and execution.

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