Job Requisition ID #
26WD96900
Position Overview
The Manager, Scaled Customer Success will play a pivotal role in ensuring our customers achieve their desired outcomes while utilizing our products and services. This position requires a strategic leader who can mentor and guide a team of Customer Success Advisors in ASEAN & ANZ, driving customer satisfaction, growth and retention through best practices and continuous improvement. This role demands a proactive individual who can drive our customer success initiatives forward in APJ, ensuring that our customers receive the highest level of service and support. If you are a leader with a passion for customer success and a track record of mentoring and guiding teams, we encourage you to apply.
**Roles and Responsibilities **
- Hire, manage, mentor, coach, and develop a team of Customer Success Advisors in ASEAN and ANZ
- Guide the team as they engage directly with customers through customer nurturing & planning interactions, data-driven triggered actions and reacting to inbound customer-initiated triggers
- Partner with leaders of Sales, Renewals, Technical Sales, the Channel Partner ecosystem, Technical Support, Client Services, and others to drive customer success motions and impact customer value, risk mitigation, activation, usage and growth
- Build and refine reporting processes as part of continuous improvement efforts. Ensure CRM tools and Autodesk methodologies are leveraged to process and track onboarding and adoption
- Be the voice and advocate for Scaled CS in ASEAN & ANZ Leadership discussions and collaborate with the respective Leadership Team to ensure that the CSAs have the local support to drive successful customer engagement
- Encourage innovation by exchanging new ideas to improve operational efficiency within Customer Success and supporting organizations as well as coming up with digital customer success motions to enhance customer coverage
- Determine team measurement and rewards, and regularly report on team and individual contributor results to senior leadership
- Establish best practices, tool usage, and consistent reporting to track team KPIs
Minimum Qualifications
- 12+ years of experience in Customer Success, Account Management, Sales and/or Marketing
- At least 5 years of people management experience with proven leadership expertise
- Coaching and mentorship skills
- Ability to prioritize, assign, and delegate tasks
- Expertise in change management
- Strong collaboration and coordination skills across multiple stakeholders
- Experience in creating and implementing customer success strategies
- Excellent communication and interpersonal skills
- Proven track record of driving customer satisfaction and retention
- Analytical mindset with the ability to interpret data and drive decision-making
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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.
Diversity & Belonging We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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