Technical Support Account Manager

PTC is leading the way in merging the physical and digital worlds to improve operations, create better products, and empower people across businesses. Our organization is a global team of nearly 7,000 dedicated to providing opportunities for growth, learning, and the celebration of our diversity.

As a Technical Support Account Manager (TSAM), you will manage a portfolio of strategic SaaS and On-Premise customers. You will act as a trusted advisor and customer advocate, ensuring a high‑quality support experience while driving customer satisfaction, retention, and long‑term success. Unlike traditional Customer Success roles focused on adoption and growth, this role emphasizes operational excellence, support experience, and issue resolution as key drivers of customer success.

You will be part of PTC’s global Service Management organization, partnering with teams across North America, Europe, and Asia.

• Build and maintain strong relationships with strategic enterprise customers (including Fortune 500 organizations).
• Serve as a trusted advisor, guiding customers through operational challenges and support‑related strategies.
• Act as the voice of the customer, influencing internal teams across Support, R&D, Services, and Sales.
• Proactively identify risks to customer satisfaction and retention, and drive mitigation plans.
• Ensure customers receive full value from PTC’s support model and services.
• Provide insights based on customer health, support metrics, and system performance.

• Serve as the primary point of contact for support‑related customer engagement.
• Lead customer governance through service reviews and operational meetings.
• Own and coordinate critical escalations, ensuring timely resolution.
• Monitor support activity, including case trends, severity, and performance.
• Identify risks and execute mitigation plans in collaboration with cross‑functional account teams.
• Apply ITIL‑based best practices to deliver a consistent, high‑quality service experience.
• Analyze system performance, especially in SaaS environments, to identify trends and opportunities.
• Partner with delivery and account teams to ensure programs are delivered on time and with quality.
• Guide customers on support processes, best practices, and operational optimization.

• Experience in Customer Success Manager (CSM), Technical Account Manager (TAM), or Service Delivery roles.
• Strong customer‑facing communication and executive presence.
• Proven ability to manage escalations and complex customer environments.
• Experience working with enterprise customers and cross‑functional teams.
• Analytical mindset with ability to interpret customer health and performance metrics.
• Strong relationship‑building skills across technical and business stakeholders.
• Familiarity with ITIL or service‑management frameworks (preferred).
• Experience with CAD, PLM, or enterprise software solutions (preferred).

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 5+ years of experience in Customer Success, Technical Support, Account Management, or similar roles.
• Experience with SaaS and/or cloud‑based software environments.

PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $85,000 and $105,000. Additional performance‑based bonuses and equity programs may be available based on role and location. Eligible employees may receive medical, dental, vision insurance, paid time off, sick leave, tuition reimbursement, 401(k) contributions with employer match, flexible spending accounts, life insurance, disability coverage, and commuter subsidy (for office‑assigned employees).

All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.

At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive environment where everyone feels like they belong and are empowered to bring…