Director, Enterprise Customer Success Management, AEC

Autodesk•San Francisco, CA

About The Position

Autodesk is on a journey to move from digital desktop tools to a cloud-based platform that fundamentally changes how the world designs and builds. To get there, we're reimagining how we develop, sell, and operate — unlocking new ways for our customers to design, build, and use the products that shape the physical world. The Enterprise CSM team works with our Enterprise customers to transform their vision into realized value by helping them adopt and optimize Autodesk technologies faster and more effectively. By delivering connected experiences and forging trusted partnerships, Customer Success plays a major role in driving adoption, retention, and measurable business outcomes within this strategic, named customer segment. Position Overview The role of Director, Enterprise CSM – AEC reports to the Sr. Director of Account-Based CSM, NAMER. With AEC representing more than half of the Americas Enterprise portfolio, you will ensure that we meet our adoption, value realization, and customer sentiment goals for the region. Additionally, the Director will serve as a liaison between strategic customer segment, contribute to developing and leading the execution of AEC adoption strategies in the North America. This is a challenging role that requires exceptional stakeholder management, team building, motivational and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record leading teams with large revenue accountability. You view customer experience as a growth engine — with a focus on creating effective Customer Success Plans and fostering an environment of execution. This leader must embrace diversity as a core guiding principle as to how our team will be composed and leveraged.

Requirements

Minimum 10+ years of experience with 5+ years leading customer-facing organizations
5 + years of AEC industry expertise
Ability to analyze consumption and forecast data to generate actionable business insights and leadership-ready reporting
Track record of hiring and developing diverse and high performing talent — both at the manager and individual contributor level
Empathy for customers and passion for transforming their vision into realized value
Strong leadership skills with proven ability to influence through persuasion, negotiation, and consensus building
Demonstrated desire for continuous learning and improvement

Nice To Haves

Understanding of AEC industry, with a perspective on how automation and AI might both disrupt and revolutionize today’s work
Experience with token or consumption-based forecasting models, with a track record of translating data into clear, confident business narratives for executive audiences
Self-starter that thrives in the face of challenge. You are dedicated to clearing obstacles with a resourceful and collaborative approach to problem-solving
High attention to detail, balanced with the ability to absorb large amounts of information and distill it down into essentials
Enthusiastic and creative with the ability to inspire others

Responsibilities

Lead a team of 3 Managers/Senior Managers and 20+ CSMs
Accountable for driving customer adoption and maturity by delivering measurable business outcomes across our AEC portfolio
Provide regular industry insights and business performance narratives of the AEC portfolio to senior leadership, including consumption and adoption forecasting and trend analysis
Contribute to the development and execution plan of adoption strategies to drive utilization of AEC products and industry cloud
Coach the team in developing tailored Customer Success Plans that drive higher adoption and satisfaction, aligned to customer business outcomes
Fuel expansion through adoption and customer insight, increasing lifetime value through greater advocacy
Serve as the voice of the customer, championing their requirements for Autodesk AEC solutions and shaping product and service experiences
Champion ideas for evolving the Customer Success practice for use across the global organization
Collaborate globally with our EMEA and APJ peers on an aligned operational model
Attract, hire and retain a diverse and elite group of Customer Success Managers — fostering career development, global collaboration, and high standards of a world class practice
Developing the next generation of managerial talent

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/

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