Customer Success Manager

Job Requisition ID #

Position Overview

The Regional Customer Success Manager plays a pivotal role in driving the success of a portfolio of Autodesk's largest regional customers, primarily within the Architecture, Engineering, Construction, and Operations (AECO) industry across Australia and New Zealand. You will be responsible for ensuring customers successfully onboard Autodesk solutions, drive product adoption, and expand their use of Autodesk technologies to achieve measurable business outcomes.

Given the continued growth of our regional business, we are looking for an additional Customer Success Manager based in Australia.

In this role, you will manage a portfolio of strategic customers across Australia and New Zealand, primarily within the AECO industry. Your portfolio may also include regional government organizations with whom Autodesk is expanding strategic partnerships. These customers include leading architecture firms, engineering consultants, general contractors, owners, and operators. You will work directly with customers to co-create and execute tailored Customer Success Plans that maximize business value from Autodesk solutions and our Channel Partner ecosystem.

Your primary objective is to ensure customers maximize their Return on Investment (ROI) by understanding their business goals, aligning Autodesk solutions with desired outcomes, and helping customers realize measurable value throughout their lifecycle.

You will collaborate closely with Sales, Technical Sales, Autodesk Channel Partners, Product Specialists, Technical Support, Renewal teams, and other internal stakeholders to deliver an exceptional customer experience.

You will be part of Autodesk's Asia Pacific and Japan Customer Success organization, a diverse, collaborative, and high-performing team with colleagues across Australia and New Zealand (ANZ), Japan, India, Greater China, Association of Southeast Asian Nations (ASEAN), and Korea.

Autodesk offers a flexible working environment. While this role is preferably based in Sydney, Melbourne, or Brisbane, we are open to candidates located elsewhere in Australia.

Responsibilities

• Ensure assigned customers maximize their Return on Investment (ROI) from their partnership with Autodesk
• Co-create and execute tailored Customer Success Plans aligned with customers' strategic priorities, business objectives, and Autodesk solution adoption
• Serve as the primary owner and orchestrator of Customer Success planning and execution by coordinating customers, Autodesk teams, and Channel Partners to achieve agreed outcomes
• Document and communicate measurable business value achieved through Autodesk solutions by developing customer success stories and value realization metrics
• Support customers during onboarding and identify customers with low product adoption to reduce churn risk and improve long-term success
• Understand customers' solution investments and service entitlements and ensure they maximize value through regular business reviews and success planning sessions
• Partner with Sales, Technical Sales, Autodesk Channel Partners, Product Specialists, Technical Support, and Renewal teams to drive customer success initiatives
• Participate in account planning and Customer Success Plan reviews to identify strategic opportunities, engagement priorities, and desired business outcomes
• Monitor customer usage data and health indicators and translate insights into proactive success strategies in collaboration with Channel Partners and internal Sales teams
• Build trusted relationships with stakeholders at all levels, including executive leaders, business managers, champion users, and Information Technology (IT) administrators
• Identify opportunities to expand customer relationships and partner with Sales, Channel Partners, and Renewal teams to support business growth

Minimum Qualifications

• Experience or familiarity with the Architecture, Engineering, Construction, and Operations (AECO) industry
• 5–10 years of experience in Sales, Customer Success, Technical Consulting, or Implementation Consulting, or experience as an Architect, Engineer, Building Information Modeling (BIM) Manager, General Contractor, or Project Manager supporting Software as a Service (SaaS) solutions for Building Information Modeling (BIM) and digital transformation
• Demonstrated ability to understand customer business challenges and align technology solutions to desired business outcomes
• Experience working with large enterprise organizations and complex stakeholder environments
• Excellent executive-level communication, presentation, and relationship management skills
• Strong customer empathy with a customer-first mindset
• Ability to prioritize multiple complex initiatives in a fast-paced environment
• Strong collaboration and stakeholder management skills across internal and external teams

Preferred Qualifications

• Experience using Autodesk AECO solutions such as Autodesk Construction Cloud, Autodesk Forma, Revit, Civil 3D, Navisworks, or comparable industry solutions
• Experience driving customer adoption, digital transformation, or business value realization initiatives
• Knowledge of customer success methodologies, value realization frameworks, or success planning practices
• Experience working with enterprise Software as a Service (SaaS) customers and Channel Partner ecosystems
• Familiarity with executive business reviews, customer health metrics, and adoption analytics

The Ideal Candidate

The ideal candidate is a strategic Customer Success professional who combines industry expertise, business acumen, and relationship management skills to help customers achieve measurable business outcomes while strengthening long-term partnerships with Autodesk

• Demonstrates a strong understanding of the Architecture, Engineering, Construction, and Operations (AECO) industry and customer business challenges
• Builds trusted relationships with executive stakeholders and influences strategic decisions through consultative engagement
• Aligns Autodesk solutions with customer business objectives to maximize adoption, business value, and long-term success
• Uses data, customer insights, and sound judgment to identify risks, recommend solutions, and improve customer outcomes
• Thinks strategically while effectively managing day-to-day customer engagements and operational priorities
• Collaborates effectively across Sales, Technical Sales, Customer Success, Channel Partners, and cross-functional teams to deliver exceptional customer experiences
• Takes ownership of customer success planning while driving accountability across internal and external stakeholders
• Identifies opportunities to improve processes, customer engagement, and business outcomes through innovation and continuous improvement
• Communicates confidently with technical and executive audiences and adapts messaging to different stakeholder groups
• Demonstrates curiosity, resilience, and a continuous learning mindset while mentoring and supporting colleagues when appropriate

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