Education Customer Operations Specialist

We’re looking for an Education Customer Success Manager to join the Onshape Education Customer Success Team at PTC and support our K-12 Education Enterprise customers. Onshape is a professional cloud-native CAD platform that is widely adopted in K-12 and higher education for its accessibility, collaboration features, and zero IT overhead. The Onshape Education Team supports schools worldwide with access, support and learning resources. 

As an Education Customer Success Manager, you will help manage the purchase, renewal, and account administration processes for assigned Education Enterprise customers at K-12 Schools. You will work closely with EDU Technical Services, Onshape Deal Desk, and your team to ensure customers have a smooth experience from purchase request through renewal. Your responsibility is to keep purchase and renewal operations organized, accurate, and on track by maintaining CRM data, supporting quote and order workflows, coordinating technical services, and helping educators and administrators navigate onboarding and implementation. This is an individual contributor role reporting to the Education Customer Success & Operations Manager. 

Key Responsibilities: 

Purchase & Renewal Operations 

• Support the purchase and renewal process for predominantly US K-12 Enterprise customers including quote coordination, renewal tracking, legal requests, and order status follow-up. 

• Maintain accurate renewal dates, account details, contacts, opportunity records, and customer notes in CRM systems. 

• Coordinate with Deal Desk, Customer Operations, and Credit & Collocations teams to resolve purchase order, procurement, tax, and billing-related questions. 

• Monitor renewal timelines and proactively surface risks, blockers, missing information, and next steps. 

Customer & Account Success 

• Serve as the point of contact for assigned K-12 accounts, helping administrators understand purchasing requirements and supporting their onboarding and implementation. 

• Coordinate technical services escalations. 

• Track customer health signals related to renewal readiness, usage, support needs, and administrative blockers. 

• Ensure customer-facing communications are clear, accurate, timely, and aligned with process requirements. 

Process Improvement & Reporting 

• Identify opportunities to improve renewal workflows, reduce manual effort, and create more consistent operating procedures for onboarding and supporting K-12 accounts. 

• Create and maintain internal process documentation, templates, and playbooks for purchase and renewal operations. 

• Share recurring customer issues with internal teams to improve the overall K-12 Enterprise customer experience. 

 
Skills: 

• Strong attention to detail and comfort managing high-volume operational tasks with accuracy. 

• Ability to organize renewal timelines, track dependencies, and follow through on open items across multiple stakeholders. 

• Clear written and verbal communication skills, especially when explaining next steps to internal teams and customers. 

• Proactive approach to identifying process gaps, operational risks, and opportunities to improve efficiency. 

• Ability to prioritize issues, work independently, and remain effective when requirements or timelines change. 

• Comfort working across time zones with US-based colleagues and customers. 

 
Qualifications & Experience: 

• Bachelor’s degree in Business, Communications, Education, Operations, or a related field. 

• 2+ years of experience in customer operations, renewals, customer success operations, sales operations, account administration, or a similar role. 

• Experience with CRM tools such as Salesforce, Gainsight, or similar systems. 

• Understanding of K-12 education institutions, procurement processes, or SaaS customer lifecycle operations is a plus. 

• Fluent or advanced English communication skills required; experience working with US-based teams or customers is a plus. 

• Familiarity with CAD, STEM education, or EdTech is helpful but not required.