VP of Customer Success

Job Description

Company Description

Transforming the way companies Design, Manufacture, Connect to, and Service their products, EAC Product Development Solutions (EAC) is a complete source for your product development needs. EAC has been an industry leader for over 29 years and our experts help guide companies to achieve their strategic business goals and optimize their technology, systems, people, and processes for long-term success. Our capabilities span the world of Additive Manufacturing / 3D printing and the entirety of the manufacturing process from design ideation to product engineering to manufacturing and services in the field.

EAC CULTURE : https : / /  / culture /

This position is remote and applicant must be currently residing in the USA. The position has a specific focus on oversight to software Service Delivery and Implementation.

The Vice President of Customer Success is a key member of the PTC Business Unit executive leadership team, responsible for shaping and executing strategies that drive customer satisfaction, retention, and growth. This role focuses on the Client Services departments and provides strategic direction and operational oversight to ensure consistent, world-class client experiences. You’ll be charged with growing our services business, improving our customer experience, and aligning delivery performance with our ambitious goals.

The ideal candidate is a proven leader who can build, optimize, and champion our full range of service delivery offerings while ensuring alignment with company objectives for excellence and long‑term success.

This isn’t just a leadership role — it’s a strategic, high‑ownership position with a seat at the PTC Business Unit executive table. You’ll be charged with growing our services business, improving our customer experience, and aligning delivery performance with our ambitious goals. If you are passionate about operational excellence, customer success, and strategic growth, this is the opportunity for you.

Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.

• Serve as a key member of the PTC Business Unit executive team, contributing to strategic planning and execution across all service functions.
• Define and refine our services portfolio to align with evolving market needs and customer demands.
• Develop long‑range plans for service delivery excellence, customer retention, and recurring revenue growth.
• Resource allocation and accountability – ensure that the departmental budget is aligned with organizational goals and objectives.

• Oversee customer success initiatives and post‑sales execution to ensure measurable outcomes and satisfaction.
• Foster deep, trusted relationships with enterprise customers, enabling expansion and ability to create a customer experience reference.
• Partner with sales leadership to shape go‑to‑market strategies and ensure seamless handoffs from pre‑sales to delivery.

• Own the full lifecycle of service delivery: project implementation, customer success, enablement, and support.
• Build scalable processes and delivery frameworks that drive quality, margin, and velocity.
• Implement and monitor key performance indicators (KPIs) across utilization, margin, delivery timelines, and customer satisfaction.
• Work collaboratively and cross‑functionally with other departments and leadership to ensure alignment and efficiency in serving clients.
• Advocate and promote a positive work environment.

• Lead, mentor, and grow a high‑performing team of service managers, project leaders, solution architects, and implementation specialists.
• Establish a culture of accountability, innovation, and continuous improvement across the delivery organization.
• Champion professional development and career progression for all service personnel.
• Provide leadership to support staff, including discipline, conducting interviews for potential new hires, establishing staffing structure, and providing mentorship and resources to achieve company goals.
• Perform…