Customer Success Manager

Autodesk•San Francisco, CA

1d•$92,000 - $165,770•Hybrid

About The Position

The Customer Success Manager will be responsible for ensuring that assigned customers maximize their Return on Investment (ROI) from their partnership with Autodesk. This role involves co-creating and executing tailored Customer Success Plans, aligning with customer priorities and adoption of Autodesk solutions. The Customer Success Manager will act as the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable. They will document the business value customers achieve, capture value stories, and assist customers with onboarding new solutions. Additionally, they will identify and support at-risk customers with low product adoption to reduce churn risk. This role requires partnering with various internal teams and external partners, participating in account planning, and being available to work on projects at various unanticipated sites throughout the United States. Telecommuting is permitted.

Requirements

Master’s degree in Architecture, Design, Business Administration, or related field and 2 years of experience in the job offered or in an architect/designer-related occupation
Must be available to work on projects at various, unanticipated sites throughout the United States
Telecommuting is permitted
Demonstrated expert-level knowledge in Revit and Dynamo to establish and execute tailored BIM project plans, including setting up BIM workflows, creating templates, and enforcing standards
Proven ability to guide and train design professionals on new digital workflows, such as transitioning teams from CAD to BIM, troubleshooting Revit issues, and educating management on new technology to ensure full adoption and utilization of firm-wide standards
Direct experience analyzing Revit model health indicators, and maintaining model integrity to inform proactive coordination strategies
Collaborating with multi-disciplinary teams (architectural, structural, MEP) to ensure all digital models are coordinated and accurate. Performing clash detection to identify and resolve conflicts between different building systems early in the design phase
Experience presenting project milestones and design to stakeholders, utilizing project data from complex architectural designs to communicate progress and outcomes against project goals
Experience applying computational design tools for Automation of repetitive Tasks which used a python algorithm (in Dynamo)
Skilled in analyzing technical project data RFIs and running clash detection reports to identify opportunities for workflow improvement and mitigate project risks
Experience utilizing Python scripting within Dynamo for methodical problem-solving, such as automating data extraction from Revit models and generating complex geometry from external data to achieve specific design results

Responsibilities

Design or conduct work-related training and development programs to improve individual skills or organizational performance
Ensure that the assigned set of customers maximizes their ROI (Return on Investment) from their partnership with Autodesk
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
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