Customer Success Manager

Job Requisition ID #

26WD99990

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 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 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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About Autodesk

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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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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.

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