Technical Customer Success Manager (m/f/d) - EMEA

The company is a leader in product lifecycle management (PLM) and digital thread solutions. As one of the fastest growing PLM companies, our technology enables the rapid delivery of flexible solutions built on a powerful digital thread backbone and a low-code development platform.

Our platform and PLM applications connect users in all disciplines to critical product data and processes across the lifecycle and throughout the extended supply chain. The world’s largest manufacturers are leveraging the company Innovator to manage their complex product lifecycles to improve production timelines, meet and exceed revenue growth targets, and accelerate innovation. We collaborate with companies in some of the most innovative industries, including automotive, industrial/heavy equipment, aerospace and defense, and high-tech electronics.

About the Role

We are looking for a Technical Customer Success Manager to support our EMEA region, combining strong technical acumen with a customer-centric mindset to ensure subscribers achieve long-term value from the company Innovator platform. This role bridges the gap between Customer Success and Pre-Sales: you will not only drive adoption, renewals, and expansion, but also act as the technical anchor within your accounts — diagnosing issues, clarifying root causes, and translating complex technical topics into clear guidance for both business and IT stakeholders. You will work cross-functionally with Sales, Professional Services, Support, and Product Management across EMEA to ensure a seamless and technically sound customer experience.

What You’ll Be Doing

• Act as the trusted technical advisor for the company subscribers across the EMEA region, driving adoption, business outcomes, and long-term value realization of the company Innovator platform.

• Analyze, triage, and help resolve technical issues raised by customers, working closely with Support and Engineering to ensure timely and effective solutions.

• Conduct technical health checks, architecture reviews, and platform assessments to proactively identify risks before they impact customer satisfaction.

• Coach subscribers on PLM best practices, configuration approaches, and system optimization.

• Facilitate and own technical escalations, ensuring the right internal resources are engaged and customers stay on track.

• Partner with subscribers to understand technical requirements, map them to platform capabilities, and identify expansion opportunities (e.g. additional modules, integrations, use cases).

• Support renewal and expansion activities by providing technical validation and building confidence in the platform’s ability to meet evolving needs.

• Build trusted relationships with key technical and business stakeholders and lead regular business/technical reviews to measure progress toward objectives.

• Develop technical tools, templates, and best practices to help subscribers succeed with the company Innovator.

• Work cross-functionally with Sales, Pre-Sales, Professional Services, and Support across the EMEA region to ensure smooth handovers and a consistent customer experience across the lifecycle.

Who You Are

• A technically curious, customer-focused professional who is equally comfortable in a whiteboard architecture discussion and a business value conversation.

• Strong analytical and troubleshooting mindset — able to independently investigate technical issues, identify root causes, and communicate solutions clearly.

• Comfortable engaging with both IT/technical teams and senior business stakeholders, adapting communication style accordingly.

• Highly accountable, with a strong sense of ownership and a bias for action.

• Skilled at building trust-based relationships and navigating challenging technical or commercial situations.

• Able to clearly articulate technical value, adoption strategies, and solution architecture through strong presentation skills.

• Capable of working independently with minimal supervision while managing multiple accounts and priorities across different countries and cultures.

• Experienced collaborating across Sales, Pre-Sales, Support, and Professional Services in a fast-paced, SaaS-oriented environment.

What You’ll Need

• Bachelor’s or Master’s degree in Engineering, Computer Science, or a comparable field.

• 5+ years of experience in a technical customer-facing role (Technical CSM, Pre-Sales/Solutions Engineering, Technical Account Management, or Professional Services) supporting enterprise customers .

• Solid understanding of PLM processes, master data, and enterprise application landscapes.

• Hands-on technical experience with web development and enterprise software architecture (e.g. C#, .NET, SQL, GIT) sufficient to understand and discuss integration and configuration topics with IT teams.

• Experience with PLM software or a closely related enterprise software category.

• Manufacturing or industrial sector experience is a plus.

• Understanding of SaaS customer lifecycle management, renewal cycles, and value realization frameworks.

• Excellent written and verbal communication skills; ability to translate technical detail into business language and vice versa.

• Fluency in English required; additional European languages are a strong plus given the regional scope.

• Willingness to travel up to 20% across the EMEA region .

We were recognized as a leader in The Forrester Wave™: Product Lifecycle Management for Discrete Manufacturers, Q3 2025. Feedback from our community has established the company as a top ranked PLM vendor in online review services like G2 and Gartner Peer Insights.

With over 700 employees in 11 countries, we’re looking to add to our incredible team. If you’re passionate about helping develop next generation product innovation, we encourage you to apply!

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