Customer Success Manager, Anz

Job Requisition ID #

25WD88667

Position Overview

The Customer Success Manager plays a pivotal role in driving the success of our selected customers, overseeing the "Onboard," "Use," and “Extend” stages - also known as Post-Sales - of our customer lifecycle with Autodesk solutions.

In this role, you will manage your portfolio of selected customers in Australia and New Zealand, primarily in the AECO (Architecture, Engineering, Construction, and Operation) industry. Your portfolio may also include regional government entities with whom Autodesk is trying to grow our partnership. These customers are some of our largest regional business customers, such as architecture firms, engineering services providers, general contractors, and owners, and you will work directly with them to co-create and execute a tailored Customer Success Plan that ensures they derive tangible business value from their partnership with Autodesk and our Channel Partners.

Your priority is to ensure that your customers maximise the ROI from their partnership with Autodesk by understanding their goals and outcomes, and ensuring that all the products, solutions, and services make a measurable impact on them, giving them a reason to continue growing their relationship with Autodesk.

You will collaborate within an ecosystem that includes the Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, Client Services and many other teams to ensure the success of an assigned set of accounts.

This is an additional headcount to the Asia Pacific & Japan Customer Success team, with the growing demand from our ANZ-based customers. You will be part of the dynamic and diverse APJ Customer Success Team, who work with our customers in ANZ, Japan, India, Greater China, ASEAN, and Korea.

ResponsibilitiesEnsure that the assigned set of customers maximises their ROI (Return on Investment) from their partnership with Autodesk- Co-create and execute a tailored Customer Success Plan with major 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- Be the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for various actions- Co-document the business value each customer is achieving through Autodesk solutions, capturing these as value stories to demonstrate measurable outcomes and success- Assist customers by providing guidance and resources to support onboarding new solutions, identifying and assisting at-risk customers with low product adoption to help them fully utilise the products and services they’ve invested in, reducing churn risk- Understand what solutions and service entitlements the customer has invested in, and ensure that the customer fully utilises them through regular business reviews and planning sessions- Partner with Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, Client Services, and others to drive customer success motions- Participate in regular Account Planning processes with Sales and Technical Sales teams, identifying targeted accounts to drive success planning activities, engagement strategies, and establish business outcome alignment- Monitor customer usage data and other health indicators and translate these into strategies for success, in collaboration with Channel Partners and internal Sales teams- Engage confidently with all levels and personas within customer organizations, including contract management, IT administration, end-users, mid-management, and customer leadership/decision-makers- Throughout the lifecycle, identify opportunities for expanding the business relationship and support the Sales team and Channel Partners in pursuing expansion opportunities

Minimum Qualifications- Up to 5 years of Customer Success, Customer Support, Sales, Renewal, and/or any other B2B customer-facing experience- Demonstrated ability to lead, discover, and uncover the customer's business challenges- Experience in documenting a mutual strategy, business case, or success plan with customers and various stakeholders- Experience working for or working with large ANZ-based corporations and/or government entities with complex structures and multiple priorities- Excellent executive and business-level communication skills- Customer empathy and a customer-first mindset- Ability to prioritise multiple complex tasks- Collaboration and coordination across various internal and external stakeholders- Familiar with outcome
- and value-based customer experience

Preferred Qualifications- AECO (Architecture, Engineering, Construction and Operation) industry experience or industry digital solutions Sales and Customer Success experience highly preferred- Experience working with government entities with a good understanding of how they make tec