Customer Success Process Manager

Job Requisition ID #

25WD91468

Position Overview

Are you passionate about simplifying complex systems, enabling cross-functional teams, and building the backbone of scalable operations? Do you take pride in designing clear, actionable processes that help people work smarter and faster?

Autodesk's Customer Success Field Readiness team is seeking a Customer Success Process Manager to lead process design, documentation, governance, and prioritization across global CS teams.

In this role, you'll own the process-related prioritization framework, maintain a centralized process documentation hub, and partner with stakeholders to ensure changes are strategically aligned, measurable, and adopted.

You'll be expected to think strategically about which processes matter most, how to improve them over time, and how to ensure their successful rollout through structured enablement and change management. You'll also contribute directly to change initiatives by helping teams understand what's changing, why it matters, and how to adopt new ways of working effectively.

Responsibilities

• Prioritize and assess process improvement opportunities based on strategic impact, complexity, and readiness for change
• Design, document, and continuously improve key Customer Success processes (e.g., onboarding, success planning, knowledge management, content workflows)
• Facilitate cross-functional workshops and working sessions to define or update processes
• Track and maintain up-to-date documentation using visual tools (e.g., Lucidchart, Confluence)
• Define and monitor process performance indicators (PPIs) aligned to CS KPIs
• Partner with CS and Business Excellence teams to assess and prioritize requests, streamline workflows, and align process updates with strategic CS goals
• Play a key role in change management by identifying process impacts, supporting stakeholder alignment, and ensuring teams are prepared for adoption through clear documentation and transition plans
• Partner with Readiness team members to reinforce adoption of changes through enablement materials, feedback loops, and field-facing support
• Help establish a lightweight RACI model for process ownership, decision rights, and rollout responsibility
• Act as a liaison between Field Readiness, CS Ops, and other functions to ensure smooth handoffs and execution

• 6+ years of experience in business process mapping, analysis, operations, or program management
• Proficiency with process mapping tools (e.g., Lucidchart, Miro, Visio) and visual documentation standards
• Strong collaboration skills; able to lead workshops and drive cross-functional alignment
• Strategic mindset with ability to assess tradeoffs, risks, and impact of process changes
• Experience managing intake systems and prioritizing complex, competing requests
• Comfortable working across time zones and virtual environments
• Excellent written and verbal English communication

• Familiarity with Customer Success, Sales, or post-sales processes in SaaS environments
• Exposure to change management or governance frameworks
• Experience with Airtable, Confluence, or Salesforce
• Knowledge of design thinking or service design methods
• Ability to visualize and communicate how changes impact people, tools, and outcomes