Principal Customer Success Manager – Barcelona, Spain

Principal Customer Success Manager – Barcelona, SpainResponsibilities:
Manage a timely and effective hand-off from the Strategic Sales team to the CSM team.Build a strong relationship with both the Strategic Sales and Technical Services teams to jointly represent Onshape as a unified "Account Team" that supports and manages each customer.Develop tactical Account Plans collaboratively with the "Account Team."Navigate customer's organization to deepen strong relationships with key decision-makers and to strengthen understanding of business needs/drivers.Responsible for risk identification, escalation, and mitigation planning & execution.Lead monthly and/or quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to solve critical business problems.Manage all customer projects, including more complex implementations.Identify incremental opportunities within and across other business units; work closely with Sales to pursue and win these.Develop excellent customer relationships to drive ROI, retention, growth, and overall high customer satisfaction.Close the feedback loop by both gathering and sharing customer feedback with the appropriate Product Teams, ensuring customer needs are heard throughout Onshape.Effectively navigate internally and cross-functionally to ensure both customer needs and business needs are met.Instill a level of enthusiasm within the customer that leads to being an advocate of Onshape through referrals, case studies, customer spotlights, etc.Meet or exceed KPIs and goals, as set by Onshape and Customer Success leadership.Facilitate customer relationships through calls and on-site visits.
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