Customer Success Manager - Remote Eligible

Customer Success Manager

The Customer Success Manager (CSM) plays a pivotal role in driving the success of our existing Business Plan 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 U.S. Department of Defense (DoD) customers. The CSM will work with their customers to co-create and execute a tailored Customer Success Plan to result in value realization through the use of Autodesk's Architecture, Engineering, Construction & Operations (AECO) and Design & Manufacturing (D&M) portfolios. The CSM will 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 help DoD customers navigate technical challenges, maximize adoption, and align Autodesk solutions to mission-critical workflows and objectives.

Responsibilities

• Own the post-sale customer relationship for assigned DoD accounts, ensuring Autodesk is delivering measurable mission impact
• 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
• Establish success metrics and track progress toward strategic outcomes using analytics, reporting, and regular account reviews
• 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 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

• Experience with Autodesk for Government (AFG) or other FedRAMP Moderate cloud deployments
• Familiarity with disconnected workflows and hybrid cloud/on-prem strategies common in DoD infrastructure
• Active security clearance (Secret or above) is a plus