Customer Success Manager - Onshape
Core
Lead a team of Customer Success Associates to deliver scalable support for smaller Onshape customers, ensuring high retention and satisfaction through operational excellence and hands-on engagement.
Role type
Senior IC Customer Success Manager (Team Lead)
Builds
Customer success operations and support workflows for Onshape's smaller customer segment
Domain
SaaS / CAD / PLM
Required skills
Team leadership and coaching, Customer success management, Operational process improvement, Cross-functional partnership, Data analysis and KPI tracking, CRM proficiency
Preferred skills
People management experience, Salesforce or Zendesk expertise, Experience in technical support or account management
Technologies
Salesforce, Zendesk
Responsibilities
Recruit, onboard, and develop Customer Success Associates; Monitor inbound requests and act as escalation point for complex issues; Define and optimize support workflows and playbooks; Partner with Sales and Finance to drive retention and identify growth opportunities; Track and report on service metrics and team performance.
Seniority
Senior, hands-on IC with team leadership
