Senior Manager, Enterprise Customer Success

Position Overview

Autodesk is seeking an experienced and customer-focused Manager, Customer Success to lead a team of Enterprise Customer Success Managers supporting strategic customers across Japan. Reporting directly to the Customer Success Leader, this role is responsible for driving customer value realization, adoption, retention, and growth across a portfolio of enterprise customers. The team primarily supports customers in the Architecture, Engineering & Construction (AEC) industry, while also partnering with customers in the Design & Manufacturing (D&M) sector. This is not a traditional people management role.

We are looking for a hands-on, player-coach leader who is passionate about customer outcomes and willing to work side-by-side with Customer Success Managers to solve complex customer challenges, drive business value, and strengthen strategic customer relationships.

The ideal candidate combines strong leadership capabilities with business acumen, executive presence, and the ability to understand customer objectives and connect them to Autodesk solutions. You will serve as both a coach to your team and a trusted advisor to customers, helping them achieve measurable business outcomes through their investment in Autodesk.

Success in this role requires close collaboration across Customer Success, Sales, Technical Sales, Technical Support, Consulting, and Partner teams, as well as strong engagement with APAC and global stakeholders.

Responsibilities

Lead and Develop a High-Performing Customer Success Team

• Hire, mentor, coach, and develop a team of Enterprise Customer Success Managers

• Foster a culture of accountability, collaboration, continuous learning, and customer obsession

• Drive adoption of Customer Success best practices and continuous improvement initiatives

• Support team members in developing customer engagement strategies and success plans

• Create an environment where customer outcomes and business impact are at the center of decision-making
  

Drive Customer Outcomes and Business Value

• Partner closely with Customer Success Managers to support strategic customer engagements and critical escalations

• Build and maintain trusted relationships with executive stakeholders across enterprise customer organizations

• Help customers achieve measurable business outcomes through successful adoption of Autodesk solutions

• Lead executive business reviews and strategic customer conversations

• Drive customer retention, satisfaction, expansion, and long-term partnership growth
  

Understand Customer Business Challenges and Deliver Strategic Value

• Develop a deep understanding of customer business priorities, operational challenges, and transformation initiatives

• Align Autodesk solutions to customer business objectives and desired outcomes

• Provide strategic guidance on digital transformation, process improvement, and technology adoption

• Identify opportunities to increase customer value realization and accelerate business impact
  

Collaborate Across the Business

• Partner with Sales, Technical Sales, Technical Support, Consulting, and Partner organizations to drive customer success

• Identify risks and growth opportunities across the customer portfolio and develop proactive action plans

• Monitor customer health, adoption, retention, and value metrics

• Provide business insights and recommendations to leadership teams

• Collaborate with APAC and global teams to share best practices and drive consistency across the Customer Success organization
  

Minimum Qualifications

• Experience in Enterprise Customer Success, Strategic Account Management, Consulting, or other customer-facing leadership roles

• Proven people management experience leading customer-facing teams

• Demonstrated success managing executive-level customer relationships within enterprise organizations

• Strong business acumen with the ability to understand customer business objectives and drive strategic conversations

• Proven ability to coach, develop, and inspire high-performing teams

• Excellent problem-solving, stakeholder management, and communication skills

• Fluent business-level English and Japanese communication skills, both written and verbal

• Experience working in a global and matrixed environment
  

Preferred Qualifications

• Leadership experience within a SaaS or subscription-based business

• Experience in the Architecture, Engineering & Construction (AEC) industry, or supporting AEC customers

• Understanding of Design & Manufacturing (D&M) industries and workflows

• Experience supporting digital transformation, BIM, construction technology, engineering technology, or related initiatives

• Familiarity with Autodesk solutions or comparable industry platforms

• Experience leveraging customer success metrics such as adoption, retention, customer health, business value realization, and expansion growth to drive business decisions
  

The Ideal Candidate

• A leader who is willing to roll up their sleeves and work alongside the team

• Passionate about customer success and business outcomes

• Comfortable engaging with both executive stakeholders and operational teams

• Able to translate business challenges into technology-enabled solutions

• Skilled at coaching and developing Customer Success professionals

• Effective at navigating complexity and influencing across multiple stakeholders

• Motivated by the belief that when our customers succeed, we succeed

#LI-JA1

Learn More

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.

Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here:

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).