Case Study: PTC achieves faster ARR growth and stronger customer success with Gainsight

PTC Uses Gainsight to Drive Customer Success Performance

PTC, a 30-country engineering software leader founded in 1985, is shifting long-standing CAD and PLM customers from on-premise perpetual licenses to SaaS while also scaling new SaaS-only IoT and AR customers. The company needed to protect and renew its large, complex core accounts even as it accelerated ARR growth from faster-moving, high‑growth customers — requiring repeatable success paths, clear playbooks, and a way for CSMs to find and capture new customer value.

PTC tied its Customer Success and CS Ops teams together with Gainsight, using Adoption Explorer, a Value Management Lifecycle, Risk Management, Expansion Paths and Gainsight 360 to centralize signals and drive three KPIs: coverage/scalability, time-to-value/time-to-expand, and net retention. The result: measurable ROI through improved CSM-to-customer scalability, faster onboarding and expansion, stronger alignment between CS and sales, and a more efficient, data-driven engine for ARR growth.

PTC

Johannes Loeffler

Senior VP and Head of Customer Success