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 nearly 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.  

Role Summary

The Customer Success Regional Director is accountable for delivering measurable customer value, ensuring renewal readiness, and driving durable growth across a defined geographic region. The Regional Director ensures that Customer Success Plans are the primary vehicle for value realization, adoption, and growth, while cultivating trusted customer partnerships and demonstrating value through strategic business reviews. This role operates as a people leader, business owner, and executive customer advocate, balancing strategic oversight with disciplined execution and governance.

Key Responsibilities

1. Delivering Value Through Customer Success Plans

• Ensure every managed customer has a documented, high‑quality Customer Success Plan aligned to customer business outcomes and value realization.
• Drive consistent execution of Success Plans across onboarding, adoption, value delivery, and renewal phases.
• Review Success Plans regularly to confirm progress, measurable value, and alignment with customer priorities.
• Hold CSMs accountable for using Success Plans as the system of record for customer strategy and execution.

2. Driving Adoption and Growth

• Ensure customers achieve strong product adoption aligned to their intended business use cases.
• Identify and support expansion readiness through demonstrated value, increased adoption, and clear outcome realization.
• Partner with Sales, Services and other internal stakeholders to support growth motions rooted in customer value rather than transactional activity.
• Monitor adoption trends and intervene early where usage or value realization is at risk.

3. CSQLs and Customer References

• Drive disciplined identification and qualification of Customer Success Qualified Leads (CSQLs) based on verified customer outcomes and readiness.
• Ensure CSMs are proactive in identifying customers suitable for references, advocacy, and storytelling.
• Partner with Sales and Marketing to support reference requests while protecting customer trust and experience.

4. Ensuring Renewal Readiness and Risk Management Discipline

• Own renewal readiness across the region, and prepare renewals for hand-off to Subscription Management for contracting.
• Ensure 100% of ARR and Deferred ARR are assessed for risk in accordance with Risk Management guidelines.
• Confirm that all at‑risk accounts have:
  • Clearly documented renewal and mitigation plans
  • Defined ownership and timelines
  • Regular review and updates
• Lead structured renewal and risk reviews to ensure accuracy, consistency, and executive confidence.
• Ensure all renewal and mitigation plans are documented, reviewed, and governed according to Risk Management standards.

5. Cultivating Customer Partnerships and Executive Engagement

• Coach CSMs to build trusted, outcome‑based partnerships with customer stakeholders.
• Engage directly with strategic and at‑risk customers as an executive sponsor when required.
• Ensure Strategic Business Reviews (SBRs) are used consistently to:
  • Demonstrate realized and projected value
  • Reinforce partnership and long‑term alignment
  • Support renewal and growth conversations
• Elevate customer conversations from product usage to business impact and strategic alignment.

6. Team Leadership and Accountability

• Lead, coach, and develop a high‑performing team of CSMs through:
  • Regular 1:1s and structured coaching
  • Performance reviews aligned to outcomes and behaviors
  • Clear accountability for value delivery, renewal readiness, and risk management
• Identify and develop top talent while addressing performance gaps early and decisively.
• Reinforce a culture of ownership, customer advocacy, and operational discipline.

7. Execution, Governance, and Operating Rhythm

• Ensure consistent execution of Customer Success motions and operating cadence across the region.
• Drive accurate and disciplined use of systems (e.g., Gainsight, Salesforce) to support forecasting, risk visibility, and decision‑making.
• Conduct regular account, risk, and territory reviews focused on outcomes, not activity.
• Represent the region in leadership forums with clear insights on performance, risks, and priorities.

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. 

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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