Customer Success Manager, Forma

Autodesk•Boston, MA

1d•Remote

About The Position

We’re looking for a strategic Forma Customer Success Manager (CSM) to support our Emerging Business / Mid-Market segment, high-growth customers with significant expansion potential. In this role, you will act as a trusted advisor, helping customers achieve their business outcomes while driving adoption, retention, and long-term growth. Customer Success Manager (CSM), Autodesk Forma/Construction: Focuses on onboarding new customers, accelerating time to value, and ensuring adoption of FormaCloud. This is a strategic role at scale, combining data-driven insights, proactive engagement, and targeted relationship management to maximize impact across a broad portfolio.

Requirements

Strategic Customer Partnership
Scaled Engagement with Strategic Focus
Adoption & Value Realization
Growth & Expansion
Retention & Risk Mitigation
Voice of the Customer

Responsibilities

Develop a deep understanding of customer goals, priorities, and success criteria
Create and execute success plans aligned to customer business outcomes
Act as a trusted advisor, guiding customers on best practices and long-term strategy
Manage a portfolio of mid-market/emerging customers using a hybrid of tech-touch and targeted high-value interactions
Prioritize accounts based on growth potential, risk, and strategic importance
Drive meaningful product adoption tied to customer KPIs and business outcomes
Use data and insights to deliver proactive, outcome-oriented recommendations
Identify and influence expansion opportunities within accounts
Contribute to pipeline through strategic account planning
Monitor customer health and engagement signals to proactively mitigate churn risk
Lead renewal strategies for key accounts within the segment
Synthesize trends and insights from the emerging/mid-market segment
Influence Product, Marketing, and Go-To-Market strategies