Sr. Manager, Customer Reliability - AECO

Autodesk•Boston, MA

About The Position

We are seeking a Senior Manager of Customer Reliability for the Architecture, Engineering, Construction, and Operations (AECO) industry to lead a critical function within our Proactive Support organization. This leader will be responsible for transforming customer experience into systemic product and service improvements, ensuring that recurring customer pain points are identified, understood, and eliminated at scale. This role sits at the intersection of Customer, Product, and Engineering, and plays a key part in improving product reliability, reducing support demand, and strengthening customer trust. Mission Turn AECO customer experience into measurable product improvement—eliminating repeat friction, improving readiness, and strengthening customer trust at scale.

Requirements

8+ years of experience in Customer Success, Technical Support, Product Management, Engineering, or a related field
3+ years of people leadership experience, including managing cross-functional or technical teams
Experience with Autodesk AECO products or ecosystem
Background in architecture, engineering, construction, or operations environments
Demonstrated experience working with or supporting AECO industry customers, workflows, or solutions
Proven ability to translate customer insights and data into actionable product or process improvements
Experience partnering with or working in Product and Engineering teams
Strong analytical skills with the ability to interpret complex technical or operational data
Excellent communication and storytelling skills, with experience presenting to senior stakeholders
Deep understanding of the AECO industry, customer workflows, and challenges
Proven ability to engage and influence senior Product and Engineering leaders
Strong understanding of how customers use Autodesk solutions in real-world environments
Experience leading cross-functional teams and driving outcomes without direct authority
Ability to build trust and alignment across Support, Product, and Customer Success
Strong coaching and team development skills
Ability to synthesize large, complex datasets into clear insights and priorities
Strong problem-solving and root cause analysis skills
Experience turning insights into actionable improvement plans
Exceptional ability to tell a compelling story with data
Able to translate customer experience into clear, executive-level narratives
Comfortable presenting to and influencing senior leadership
Customer-first mindset with strong empathy for user experience
Courageous in challenging assumptions and advocating for change
Collaborative and able to build strong cross-team partnerships
Results-driven, focused on measurable impact over activity

Responsibilities

Identify and prioritize the top recurring customer pain points across AECO products and workflows
Lead initiatives to reduce or eliminate repeat cases through product, process, and enablement improvements
Establish and track eradication plans for high-impact friction areas
Synthesize insights from support data, telemetry, TAM input, and customer feedback
Perform root cause trend analysis to identify systemic issues
Translate data into clear, actionable insights for Product and Engineering teams
Serve as a trusted advocate for AECO customers within Product and Engineering organizations
Influence product prioritization and roadmap decisions through credible, data-driven insights
Partner with Product leadership to ensure supportability, reliability, and usability are built into the product experience
Partner with Product teams to ensure pre-release readiness for AECO solutions
Identify potential field risks, support gaps, and enablement needs before launch
Ensure field teams and customers are prepared through clear guidance and readiness materials
Establish and improve the closed-loop process from customer issue → root cause → product improvement → enablement
Ensure insights lead to measurable outcomes, not just reporting
Improve visibility and accountability for product improvements driven by customer experience
Lead and develop a team of: Customer Advocates, Product Insights Specialists, Technical Enablement Specialists
Build a culture of curiosity, accountability, and continuous improvement
Align team priorities to the most impactful customer and product outcomes