Job Requisition ID #
26WD99208
Position Overview
The Customer Success Manager plays a pivotal role in driving the success of some of our largest selected regional customers - primarily in the Product Design and Manufacturing (PD&M) industry in Korea - by overseeing how they are onboarded with Autodesk solutions, adopt them effectively, and expand their use to achieve impactful business outcomes. Korea's manufacturing sector is facing increasing pressure to accelerate digital transformation as organizations seek to improve competitiveness in an increasingly complex global market. Many customers are challenged by disconnected engineering processes, increasing product complexity, pressure to accelerate innovation, workforce skills gaps, and the need to modernize legacy systems and workflows.
We are seeking a Customer Success Manager who brings industry knowledge and a strong understanding of product development and manufacturing environments, enabling them to build credibility with customer stakeholders, guide adoption of Autodesk solutions, and serve as a trusted advisor focused on measurable business outcomes. In this role, you will manage your own portfolio of approximately 15-20 selected regional customers within the PD&M 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 in Korea. You will report to the Senior Manager, Customer Success - Korea. You will also be part of the broader APJ Customer Success Organization to learn and collaborate with each other. Autodesk offers a flexible working environment, with this role based in Korea.
Responsibilities
- Co-create and execute a tailored Customer Success Plan with assigned PD&M 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
- Lead and orchestrate Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for agreed actions for greater impact on adoption
- 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 utilize 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 organizations, 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 in APJ to connect with others in the industry, across other countries, and in the global market through the Autodesk ecosystem
Minimum Qualifications
- Experience in the PD&M industry
- Familiarity with Autodesk PD&M solutions such as AutoCAD, Inventor, Vault Professional, Fusion, CAM, or related engineering software. Ability to discuss engineering and manufacturing workflows with customers and understand how technology supports business outcomes; deep technical expertise is not required
- 5+ years of experience in Sales, Customer Success, or Technical/Implementation Consulting; or Project Manager who has worked with various SaaS solutions for digital transformation
- Planning and operation experience or consulting, pre-sales and implementation experience for PDM/PLM in manufacturing industry is a strong plus
- Proven ability to engage and influence stakeholders across engineering, operations, manufacturing, and executive leadership teams, building trusted advisor relationships that drive adoption and long-term customer success
- Demonstrated ability to understand and uncover customer business challenges and align solutions to business outcomes
- Experience working for or servicing large organizations with complex stakeholder environments
- Excellent executive and business-level communication skills
- Strong customer empathy and a customer-first mindset
- Ability to prioritize multiple complex tasks in a fast-paced environment
- Ability to collaborate and coordinate across multiple internal and external stakeholders
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