Customer Success Manager - Onshape

** Customer Success Associate Manager – Onshape

Reports to:

** Senior Director, Customer Success, Onshape  
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* Location:

** Hybrid – Boston, MA  
** Position Summary
** The Customer Success Associate Manager leads the team responsible for delivering Customer Success at scale to a large number of smaller Onshape customers who do not have a dedicated Customer Success Manager. This player-coach role combines hands-on customer engagement with team leadership, operational excellence, and continuous improvement.  The Manager is accountable for the overall experience and performance of this customer segment—ensuring customers receive timely, professional, and effective assistance while driving strong satisfaction and retention.

They lead and develop the CSA team, establish service standards and workflows, monitor performance and customer trends, and step into complex or high-impact customer situations when needed.  Beyond managing day-to-day operations, the Manager is responsible for continuously improving how Onshape serves this customer segment. This includes identifying opportunities for better processes, automation, self-service, and proactive engagement that allow the team to deliver an exceptional customer experience efficiently and at scale.  

The Manager partners closely with Customer Success, Sales, Technical Services, Finance, and Operations to remove customer friction, identify renewal risks and growth opportunities, and ensure customers experience Onshape as one coordinated organization.  The ideal candidate is a strong people leader and customer advocate who combines operational discipline with a continuous-improvement mindset and is energized by the challenge of delivering outstanding Customer Success at scale.  

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** Responsibilities**### ###
** Team Leadership
*** Recruit, onboard, coach, and develop Customer Success Associates.
* Establish and manage team objectives, KPIs, and service-level expectations.
* Conduct regular performance reviews and career development conversations.
* Foster a customer-first culture focused on responsiveness, accountability, and problem-solving.
* Create coverage plans and ensure consistent support during business hours.### ###
** Customer Experience Management
*** Monitor inbound customer requests and ensure timely, accurate, and professional responses.
* Act as an escalation point for complex customer issues.
* Partner with Customer Success, Sales, Technical Services, and Finance teams to resolve customer needs efficiently.
* Identify recurring customer pain points and drive process improvements.### ###
** Operational Excellence
*** Define and optimize workflows, playbooks, and case management practices.
* Maintain quality standards across customer interactions.
* Track and report on service metrics and team performance.
* Analyze trends in customer inquiries and recommend operational improvements.
* Ensure appropriate routing and escalation of technical, sales, and renewal-related opportunities.### ###
** Business Impact
*** Support retention efforts by ensuring renewal and account-related inquiries are addressed promptly.
* Partner with Sales to identify expansion opportunities.
* Improve customer satisfaction through consistent service delivery.
* Drive efficiencies that enable scalable support for Onshape's growing customer base.## ##
** Key Performance Indicators
*** Gross Retention for this customer segment
* First response time
* Case resolution time
* Customer satisfaction (CSAT)
* SLA attainment
* Opportunity identification and handoff rate
* Renewal inquiry resolution rate
* Renewal risk escalations identified
* Escalation rate
* Team productivity and quality metrics## ##
** Qualifications
* ** 5+ years of experience in Customer Success, Support, Account…