Customer Success Manager

Autodesk

35d

About The Position

The Customer Success Manager (CSM) plays a pivotal role in driving the success of our existing Business Plan customers, overseeing the "Onboard," "Use," and “Extend” stages - also known as Post-Sales - of our customer lifecycle with Autodesk solutions. In this role, you will manage your own portfolio of U.S. Department of Defense (DoD) customers. The CSM will work with their customers to co-create and execute a tailored Customer Success Plan to result in value realization through the use of Autodesk’s Architecture, Engineering, Construction & Operations (AECO) and Design & Manufacturing (D&M) portfolios. The CSM will derive tangible business value from their partnership with Autodesk and our Channel Partners. Additionally, you will leverage data-driven insights to trigger proactive outreach, addressing potential risks such as low product usage or customer churn, ensuring long-term success and retention. You will collaborate within an ecosystem that includes the Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, and Client Services to help DoD customers navigate technical challenges, maximize adoption, and align Autodesk solutions to mission-critical workflows and objectives.

Requirements

Up to 5 years of Customer Success, Customer Support, Sales, Renewal and/or any other customer-facing experience
Demonstrated ability to lead, discover, and uncover the customer's business challenges
Experience in documenting a mutual strategy, business case, or success plan with customers and various stakeholders
Experience working for or working with large corporations with complex structure and multiple business priorities
Excellent executive and business-level communication skills
Customer Empathy & customer-first mindset
Ability to prioritize multiple complex tasks
Collaboration and coordination across various internal and external stakeholders

Nice To Haves

Experience with Autodesk for Government (AFG) or other FedRAMP Moderate cloud deployments
Familiarity with disconnected workflows and hybrid cloud/on-prem strategies common in DoD infrastructure
Active security clearance (Secret or above) is a plus

Responsibilities

Own the post-sale customer relationship for assigned DoD accounts, ensuring Autodesk is delivering measurable mission impact
Co-create and execute tailored Customer Success Plans with assigned customers, aligning on their mission-critical priorities, key initiatives, and adoption plans for Autodesk solutions, while driving specific actions to ensure success - aimed at helping customers achieve their desired business outcomes
Establish success metrics and track progress toward strategic outcomes using analytics, reporting, and regular account reviews
Be the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for various actions
Co-document the business value each customer is achieving through Autodesk solutions, capturing these as value stories to demonstrate measurable outcomes and success
Assist customers by providing guidance and resources to support onboarding new solutions, identifying and assisting at-risk customers with low product adoption to help them fully utilize the products and services they’ve invested in, reducing churn risk
Partner with Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, Client Services, and others to drive customer success motions
Participate in regular Account Planning processes with Sales and Technical Sales teams, identifying targeted accounts to drive success planning activities, engagement strategies, and establish business outcome alignment
Monitor customer usage data and other health indicators and translate these into strategies for success, in collaboration with Channel Partners and internal Sales teams
Engage confidently with all levels and personas within customer organizations, including contract management, IT administration, end-users, mid-management, and customer leadership/decision-makers
Throughout the lifecycle, identify opportunities for expanding the business relationship and support the Sales team and Channel Partners in pursuing expansion opportunities

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work.
Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
Salary is one part of Autodesk’s competitive compensation package.
In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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