Senior Customer Success Manager

Job Requisition ID #

Position Overview

The Customer Success Manager plays a pivotal role in driving the success of our largest regional customers - primarily in the AECO (Architecture, Engineering, Construction, and Owner) industry in Singapore - by overseeing how they are onboarded with Autodesk solutions, adopt them effectively, and expand their use to achieve impactful business outcomes. Given the growing demand from our valued customers headquartered in Singapore, this is an additional headcount we have based in the region.

In this senior role, you will manage your own portfolio of 10-15 of the largest regional customers within the AECO industry, working directly with them to co-create and execute a tailored Customer Success Plan that ensures they derive measurable business value from their partnership with Autodesk and our Channel Partners. Your customers will have clear business justifications to nurture and grow their investment in the Autodesk partnership.

Additionally, you will leverage data-driven insights to enable proactive engagement with customers, addressing potential risks such as low product adoption or customer churn.

You will collaborate with Autodesk Sales, Customer Success, Renewals, Marketing, and Channel Partner teams to ensure the success of an assigned set of regional customers.

You will report to the Senior Manager, Customer Success - APAC Emerging Markets and have team members across India, ASEAN, and China. You will also be part of the broader APJ Customer Success Organisation with Customer Success Managers also in Australia, Japan, and Korea.

Autodesk offers a flexible working environment, with this role based in Singapore.

Responsibilities

• Co-create and execute a tailored Customer Success Plan with assigned AECO 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
• Act as the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for agreed actions
• Co-document the tangible business value each customer is achieving through Autodesk solutions, capturing these as success stories to demonstrate measurable outcomes and success
• Support customers during onboarding of new solutions, identifying and assisting at-risk customers with low product adoption to help them fully utilise the products and services they have invested in, reducing churn risk
• Partner with Autodesk Sales, Customer Success, Technical Sales, Renewals, and Channel Partners to drive coordinated adoption motions
• Participate in regular Account Planning processes with Sales, Technical Sales, and Renewal teams, identifying targeted accounts to drive success planning activities, engagement strategies, and alignment on business outcomes
• Monitor customer usage data and other health indicators and translate these insights into strategies for success, in collaboration with reseller partners and internal Autodesk teams
• Engage confidently with stakeholders across customer organisations, including C-level decision-makers, mid-management, business unit leaders, contract managers, and key champion users
• Identify opportunities with Customer Success Managers in other countries for meaningful peer-to-peer connections with others in the industry, across other countries, and in the global market through the Autodesk ecosystem and events

Minimum Qualifications

• Experience or familiarity in the AECO industry (Architecture, Engineering, Construction, or Owner/Operator organisations)
• 5-10 years of experience in Sales, Customer Success, or Technical/Implementation Consulting; or experience as a former Architect, Engineer, BIM Manager, General Contractor, or Project Manager who has worked with various SaaS solutions for BIM and digital transformation
• Demonstrated ability to understand and uncover customer business challenges and align solutions to business outcomes
• Experience working for or servicing large organisations with complex stakeholder environments
• Excellent executive and business-level communication skills
• Strong customer empathy and a customer-first mindset
• Ability to prioritise multiple complex tasks in a fast-paced environment
• Ability to collaborate and coordinate across multiple internal and external stakeholders

Preferred Qualifications

• Familiarity with, or experience as a current or former user of, Autodesk AECO solutions such as Autodesk Forma (formerly known as Autodesk Construction Cloud), Revit, Civil 3D, Navisworks, or competitor technologies.

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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!

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We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.