Customer Success Manager, Midmarket Japan (AEC)

Customer Success Manager

The Customer Success Manager plays a pivotal role in driving the success of our existing midmarket 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 customers, primarily in the AEC (Architecture, Engineering, and Construction) industry, working directly with them to co-create and execute a tailored Customer Success Plan that ensures they 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 ensure the success of an assigned set of accounts. Autodesk offers a flexible working environment, with this role based in Tokyo, Japan.

Responsibilities

• Ensure that the assigned set of customers maximizes their ROI (Return on Investment) from their partnership with Autodesk
• Co-create and execute a tailored Customer Success Plan with major 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
• 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

Minimum Qualifications

• 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 Japan-based 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

Preferred Qualifications

• AEC (Architecture, Engineering and Construction) industry experience or industry digital solutions Sales and Customer Success experience highly preferred

Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive.