Customer Success Manager – Onshape

Role Overview

The Customer Success Associate Manager leads the team responsible for delivering Customer Success at scale to a large number of smaller Onshape customers. They are 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.

What You Will Do

The Manager will 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. They will also continuously improve how Onshape serves this customer segment by identifying opportunities for better processes, automation, self-service, and proactive engagement.

Why It Might Be a Fit

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.

Requirements

• 5+ years of experience in Customer Success, Support, Account Management, or related customer-facing roles
• 2+ years of people management experience preferred
• Strong coaching and leadership skills
• Excellent written and verbal communication skills
• Experience with Salesforce, Zendesk, or similar CRM and case management platforms
• Strong analytical and operational mindset
• Ability to manage competing priorities in a fast-paced environment
• Experience working cross-functionally with Sales, Support, and Finance teams

Benefits

• Anticipated annual salary range between $90,000 – 119,000
• Performance-based bonus
• Employee share purchase program (ESPP)
• Medical, dental, and vision insurance
• Paid time off and sick leave
• Tuition reimbursement
• 401(k) contributions and employer match
• Flexible spending accounts
• Life insurance
• Disability coverage
• Commuter subsidy