Customer Success Manager
Position Overview
Our customers’ success is our success.
The Architecture, Engineering, and Construction (AEC) industry is undergoing one of the most significant transformations in its history. Labor shortages, increasing demands for productivity, growing project complexity, and accelerating digitalization are reshaping how projects are designed, built, and delivered.
While technology plays a critical role in this transformation, successful outcomes require more than software implementation. Real change happens when people adopt new ways of working, organizations evolve, and processes improve. As a Business Customer Success Manager (CSM), you will play a strategic role in helping Autodesk customers realize the full value of their investment in Autodesk solutions. You will partner with customers to drive adoption, accelerate time-to-value, support business transformation initiatives, and help them achieve meaningful business outcomes.
Managing a portfolio of customers primarily within the Architecture, Engineering, and Construction (AEC) industry, you will guide customers through the Onboard, Use, and Extend phases of the customer lifecycle. You will work closely with executives, business leaders, project teams, and end users to develop and execute Customer Success Plans aligned with their strategic objectives and operational priorities. Customer Success at Autodesk is more than product support.
As a trusted advisor, you will help customers navigate change, improve project delivery, increase collaboration, and build the capabilities required to succeed in an increasingly digital industry. This is an opportunity to combine industry expertise, customer engagement, and technology to help shape the future of the AEC industry.
Responsibilities
Own the post-sale relationship for an assigned portfolio of Business customers
Understand customer business objectives, operational priorities, and success metrics, and align Autodesk solutions to desired business outcomes
Co-create and execute Customer Success Plans that define adoption goals, success milestones, and measurable business outcomes
Support onboarding activities with a focus on accelerating time-to-value and customer adoption
Monitor customer health, engagement, and product usage trends to proactively identify risks and growth opportunities
Support customer change management initiatives that drive user adoption, process improvement, and new ways of working
Understand customer workflows and project delivery processes and recommend best practices that improve efficiency, collaboration, and business performance
Conduct regular business reviews to measure progress, communicate realized value, and reinforce customer success objectives
Collaborate with Sales, Channel Partners, Technical Sales, Support, and Client Services teams to deliver a consistent customer experience
Document customer value realization through business reviews, recommendations, success stories, and business cases
Develop trusted advisor relationships with customer stakeholders and advocate for customer needs across Autodesk
Minimum Qualifications
Experience in Customer Success, Account Management, Consulting, Sales, Renewals, Construction Technology, or other customer-facing roles
Demonstrated ability to understand customer business challenges and align solutions to strategic business outcomes
Experience managing multiple stakeholders and competing priorities
Experience driving customer adoption, process improvement, organizational change, or customer engagement initiatives
Strong communication, presentation, and relationship-building skills
Ability to influence through trust, collaboration, persuasion, and consensus-building
Self-motivated with strong organizational and time-management skills
Business-level proficiency in both Japanese and English
Preferred Qualifications
Experience in the Architecture, Engineering, and Construction (AEC) industry
Experience in construction project delivery, construction management, BIM coordination, digital construction, design technology, or project management
Understanding of construction project lifecycles, BIM workflows, Autodesk Construction Cloud (ACC), Common Data Environments (CDE), or digital project delivery
Experience supporting digital transformation, process improvement, or organizational change initiatives
Experience with Customer Success platforms such as Gainsight or similar solutions
Experience working within a partner-led or channel-driven business model
Previous experience in the construction industry is highly desirable
Passion for improving how the AEC industry designs, builds, and delivers projects
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About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Salary transparency
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, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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