Senior Analyst, Customer Success Operations

Our world is transforming, and PTC is leading the way.Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Senior Analyst, Customer Success Operations

The Senior Customer Success Operations Analyst serves as a strategic business partner to the Head of Customer Success Americas, supporting the Success Management, Professional Services, Organizational Change Management (OCM), and SaaS Delivery Management Office (SDMO) organizations. This role is responsible for driving operational excellence, business performance visibility, and strategic planning across the customer lifecycle.

The ideal candidate combines strong analytical capabilities, executive communication skills, and operational leadership to help scale customer success programs, improve customer outcomes, reduce renewal risk, and enable data-driven decision-making. This individual will operate as a trusted advisor to senior leadership, translating complex business challenges into actionable insights, repeatable processes, and measurable outcomes.

Day-to-Day Responsibilities

Partner directly with Customer Success leadership to monitor business performance, identify risks, and drive operational improvements. Build and maintain scorecards and reporting that provide visibility into customer health, adoption, retention, renewal readiness, and team performance. Analyze customer and operational data to identify trends, uncover root causes, and develop actionable recommendations for leadership. Support business planning activities including forecasting, capacity modeling, resource planning, and performance management. Lead recurring business reviews and operational cadences, ensuring alignment on key priorities, risks, performance gaps, and mitigation plans. Drive governance of customer health programs, renewal readiness reviews, and at-risk account management processes. Partner with Customer Success, Sales, Professional Services, Subscription Management, and Operations teams to improve customer outcomes and reduce retention risk. Work with Business Intelligence and Systems teams to improve data quality, automate reporting, and scale operational processes. Lead strategic projects and special initiatives on behalf of Customer Success leadership.

Skills and Knowledge:

5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business... For full info follow application link.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.