Customer Success Manager

Stratasys is a world leader in 3D printing!

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

Software Customer Success Manager. This role is pivotal in ensuring our customers achieve success and maximize value from their GrabCAD software investment—driving long-term adoption, satisfaction, and renewals. It combines deep industry knowledge in additive manufacturing with a data-driven approach to engagement, strong cross-functional collaboration, and meaningful customer relationships.

Key Responsibilities

• Act as the primary software advocate—externally with customers and internally with cross-functional teams—championing adoption of GrabCAD software and best practices.
• Drive customer adoption and satisfaction by deeply understanding user goals and aligning software capabilities with Stratasys key use cases in automotive, aerospace, and manufacturing.
• Build and maintain strong, proactive relationships with customers through regular check-ins, strategic reviews, and hands-on support.
• Use customer usage data and behavioral insights to map success journeys, identify friction points, and time interventions such as onboarding, implementation, and targeted enablement.
• Lead customer onboarding, deep dive training, and nurturing engagements to ensure successful rollout and long-term engagement.
• Serve as the primary point of contact for resolving issues and ensuring customers are progressing toward measurable outcomes.
• Work closely with internal and external sales teams, including Application Engineers (AEs), to ensure software is correctly positioned during both pre-sales and post-sales engagement.
• Participate in cross-functional initiatives to streamline and optimize the full customer experience and engagement lifecycle—from first contact through long-term renewal.
• Serve as the lead CSM example for our global sales channel, acting as a mentor, point of escalation, and trusted resource to enable adoption success across partner-led engagements.
• Identify expansion opportunities and collaborate with sales to position value, remove obstacles, and close renewal and upsell deals.
• Partner with product, engineering, and marketing teams to close feedback loops and provide insights that shape roadmap, packaging, and positioning decisions.

 

Customer Success KPIs

• Number of strategic customer engagements (e.g., onboarding calls, success reviews, enablement sessions).
• Improvement in customer adoption metrics (e.g., active users, feature usage growth, workflow integration).
• Tracking and influence of key CS metrics such as customer health scores, time-to-value, and expansion potential.
• Primary success metric: customer utilization and adoption metrics, with long term metrics around ARR and growth (12+ months).

 

Industry & Product Expertise

• Demonstrate a deep understanding of the automotive, aerospace, and manufacturing industries.
• Effectively communicate how 3D printing and GrabCAD software drive business outcomes in design, production, and operations.
• Stay informed on industry trends and evolving customer needs to provide relevant, strategic guidance.
• Help shape product development by relaying insights and patterns from the field.

 

Required Qualifications

• Bachelor’s degree in Engineering, preferably Mechanical or Aerospace.

• Minimum 5 years of experience in additive manufacturing with a focus on customer adoption and application development.
• 5 Years or more customer success management or similar customer-facing roles.
• Strong knowledge of the GrabCAD software suite and its industrial applications.

 

Preferred Qualifications

• Proficiency with CAD and build preparation tools (e.g., Materialise Magics, Netfabb, Insight, GrabCAD, Solidworks, Creo, Onshape, etc).<