ECSM Manager

Manager, Enterprise Customer Success

Do you have a customer-first mindset and a passion for developing high-performing teams that deliver measurable business outcomes? Are you energized by leading senior Customer Success talent and shaping how Enterprise customers realize value at scale? We are seeking a Manager, Enterprise Customer Success to lead a team of Enterprise Customer Success Managers supporting Named Accounts across industries under the ADMEO umbrella — Automotive, Design & Manufacturing, Media Owners, and Core Media & Entertainment in AMER.

This is a leadership role, responsible for managing senior, enterprise-facing individual contributors operating in complex, account-based environments. The Manager is accountable not only for team performance and customer outcomes, but also for scaling capability, establishing operational rigor, and influencing cross-functional strategy execution. This role reports to the Director, Enterprise Customer Success Management and plays a critical role in achieving Autodesk's customer value, adoption, growth, and sentiment goals across the ADMEO Named Accounts segment. Autodesk offers a flexible working environment; this role is hybrid.

Responsibilities

Customer Outcomes & Value Leadership

• Own customer outcome achievement across a strategic enterprise portfolio, ensuring Success Plans are outcome-driven, aligned to customer business initiatives, and measurable through adoption and value realization.
• Ensure CSMs operate at the account-based archetype level, driving executive-level engagement, long-term value realization, and growth.
• Act as an executive escalation point for complex or high-risk customer scenarios, guiding strategy and decision-making without replacing CSM ownership.
• Coach teams to accelerate adoption growth and customer value realization tied to Autodesk's enterprise solutions.

People Leadership & Capability Development

• Lead, coach, and develop a team of senior Enterprise CSMs, with accountability for performance, engagement, retention, and capability progression.
• Apply rigorous, consistent performance management, including clear expectations, differentiated coaching, and timely feedback aligned to impact and outcomes.
• Coach against demonstrated behaviors and capabilities aligned to the CSM Archetype framework, supporting fair calibration and talent discussions.
• Build succession plans and internal mobility pathways, strengthening bench strength across CSM, Senior CSM, and adjacent CSA roles.

Manager Excellence & Business Reviews

• Establish and sustain a regular cadence of structured, outcome-focused reviews, including:
• Portfolio reviews (account health, risk, and strategy)
• Success plan reviews (quality, value definition, and program management)
• Adoption reviews
• Targeted risk and recovery sessions
• Ensure reviews emphasize impact over activity, result in clear decisions and follow-ups, and reinforce accountability for both Managers and CSMs.
• Confidently measure success using qualitative and quantitative signals and help CSMs prioritize effort toward the highest impact outcomes.

Operational Excellence & Scale

• Drive operational rigor through consistent success planning standards, clear engagement models, and predictable operating rhythms.
• Partner cross-functionally with Sales, Technical Sales, Services, and other stakeholders to ensure clear role boundaries, effective handoffs, and scalable delivery models.
• Use data, insights, and customer signals to inform prioritization, coaching, and continuous improvement at a portfolio and team level.

Strategy, Influence & Cross-Functional Leadership

• Partner with senior leaders to translate Customer Success strategy into execution for the ADMEO Named Accounts segment.
• Influence Sales, Product, and Services teams using customer insights to improve customer outcomes, experience, and retention.
• Contribute to the evolution of Customer Success motions, KPIs, role clarity, and operating models.

Success Measures

Customer outcomes and value achieved at scale across enterprise accounts

Adoption growth, proactive risk management, and retention within the portfolio

Demonstrated uplift in CSM capability maturity and effectiveness

Strong performance management, succession planning, and internal talent progression

Clear CSM archetype alignment and consistent execution of enterprise success motions

Minimum Qualifications

5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing function

3+ years of people leadership experience, including leading senior individual contributors

Proven ability to coach teams toward outcome- and value-based enterprise customer engagements

Strong business acumen with comfort measuring success through data, adoption, and customer value signals

Ability to lead through ambiguity and change in a complex, matrixed environment

Excellent executive-level communication and stakeholder management skills

Demonstrated ability to influence cross-functional partners without direct authority

Preferred Qualifications

Experience leading Enterprise Customer Success teams in a SaaS or recurring revenue business

Familiarity with industries under the ADMEO umbrella (Automotive, Design & Manufacturing, Media & Entertainment)

Experience operationalizing capability frameworks, structured review cadences, and performance management models

Proficiency with Salesforce, Gainsight, and Customer Success methodologies

Experience managing Named or Strategic enterprise accounts