Principal Customer Success Management Manager

About the role

PTC is hiring a Senior / Principal Customer Success Management Manager in Korea. The role leads and expands strategic relationships with enterprise clients and partners using PTC software, acts as a trusted advisor to C-level executives and drives value achievement, churn risk mitigation and strategic account planning for high-value customers.

Key responsibilities

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

Required profile

• Minimum 8 years in customer-facing service roles, including at least 3 years in a CSM or similar role.
• Extensive experience in the manufacturing sector and digital transformation projects.
• Demonstrated success in strategic account management, customer success leadership or professional services consulting.
• Bachelor's degree or higher in Computer Science, Mechanical Engineering, Business Administration or a related field.
• Legally authorized to work in Korea.
• Korean (native or fluent) and fluent Business English (TOEIC/OPIc advanced level preferred).

Required skills

• Deep domain expertise in CAD, PLM, IIoT, AR or related engineering and digital transformation fields, with a proven track record of solution implementation.
• Strong project and program management skills in a matrix environment, managing multiple complex engagements under pressure.
• Ability to influence and engage senior executive audiences and stakeholders.
• Preferred: PMP certification, background in senior customer success, professional services or strategic account management, familiarity with PLM, ALM, CAD, IIoT, AR and digital transformation solutions, experience with a PTC partner, and recognition as a senior individual contributor or subject-matter expert.