Emerging Business Customer Success Manager - Remote Eligible

Customer Success Manager

Your goal as a Customer Success Manager within the Autodesk Emerging Business Customer Success organization will be to partner with our construction customers to help them unlock value from our cloud solutions, including Autodesk Construction Cloud (ACC), while driving growth for Autodesk.

Reporting to the Manager of Customer Success, the Customer Success Manager serves as a strategic partner to assigned accounts, namely general contractors and subcontractors in the construction industry. You will partner with your assigned accounts, and dive deep into the many business units of your customers. You will conduct collaborative success planning engagements to understand your customers' strategic business initiatives and align them to desired outcomes. You will map your customers' desired outcomes to industry workflows and Autodesk product capabilities, then mobilize cross-functional teams to execute success plans. Your work will ensure customers successfully adopt Autodesk workflows and capabilities, thus maximizing their ROI with Autodesk.

Throughout the course of the customer lifecycle, you will communicate progress made and value delivered to diverse stakeholders via Executive Business Reviews. You will also proactively identify and monitor risks to customer sentiment and value delivery across your assigned accounts. To mitigate risk and secure renewals, you will develop contingency plans with your account team and escalate critical issues with clear recommendations.

This job is remote and can be located anywhere in the USA preferably near an airport due to travel requirements.

Responsibilities

• You will promote and encourage the usage and adoption of Autodesk products, with a focus on Autodesk Construction Cloud (ACC)
• You will onboard new customers with a focus on accelerating their time to value and helping them achieve their business initiatives and desired outcomes
• To achieve those positive business outcomes, you will seek areas to expand solution adoption, and recommend best practices to improve their post-purchase adoption
• You will hold regular success planning meetings, check-in calls, executive business reviews, and mentoring sessions with customers
• You will leverage customer usage and health data to monitor account well-being, with the intent to detect potential churn issues and take proactive measures to reduce them
• You will develop a trusted advisor relationship with your customers and serve as an advocate for customer needs within Autodesk
• You may propose and build processes to allow our organization to scale, and collaborate with various stakeholders and teams to improve the way we work

Minimum Qualifications

• Have 5+ years of experience in a customer facing, B2B role (Customer Success, Account Management, or similar)
• Have a 4-year degree or equivalent experience
• Can travel up to 25% for in-person customer engagements and internal meetings
• Have the intellectual curiosity to continually learn about your customers, their industry, their competitive landscape, and Autodesk's offerings
• Have capacity for running discovery discussions, with the ability to learn and understand the AEC (Architecture, Engineering, and Construction) industry - one of the largest, and most complex industries out there
• Are resilient as your customers' and Autodesk's priorities evolve
• Are passionate about solving customer problems and make decisions with a customer-first mindset
• Take accountability for value delivery within your book of business to ensure customers maximize their ROI with Autodesk
• Build strong rapport and understand diverse perspectives within the account team to foster deep trust and a collaborative environment
• Address conflict and misalignment constructively, prioritizing solutions and relationships
• Demonstrate executive presence and excellent communication skills, and can articulate complex ideas with clarity to diverse audiences
• Can interpret difficult situations and help provide solutions for resolution
• Are comfortable exceeding target goals by maintaining a high customer retention rate, coordinating cross functionally with sales to ensure renewals and identify expansion opportunities