Customer Support Manager

CO Salary Range: USD 80,300.00 - 143,990.00 per year

Job Requisition ID #

26WD98378

Position Overview

Autodesk's Customer Technical Support (CTS) organization is driven by customer-focused, solutions-oriented professionals who thrive in a fast-changing digital world. The Digital Support team delivers scalable, high-quality support experiences across Autodesk products through operational excellence, digital engagement, and rapid service delivery. The Digital Support team delivers scalable, high-quality support experiences across Autodesk products through digital engagement and rapid service delivery, underpinned by a foundation of operational excellence.

The Customer Support Manager will report to the Sr. Manager of Global Tier I Digital Support. They will lead and develop regional Customer Support Associate Managers and Team Leads, who oversee teams of Customer Support Associates and Sr. Customer Support Associates across their respective regions. The Customer Support Manager will drive excellence, cross-functional alignment, and continuous improvement initiatives that elevate both customer experience and business outcomes. This leader will operate with a think global, act local mindset - balancing regional needs with globally aligned processes, standards, and customer experiences.

This role requires a strong people leader who can influence broadly across teams and GEOs, drive accountability, improve efficiency through process optimization and automation, and help modernize support in an increasingly digital and AI-enabled environment. The ideal candidate is highly self-driven and able to operate effectively with a high degree of autonomy - demonstrating strong ownership, sound judgment, and the ability to independently drive priorities, decisions, and results while partnering closely with leadership.

The ideal candidate can balance strategic thinking with operational execution, elevate those around them, and help push the business and organization forward during a pivotal period of transformation and growth.

Responsibilities

• Manage and develop high-performing Customer Support leaders and professionals by developing and translating organizational priorities into scalable team execution plans and measurable outcomes that consistently deliver against team, department, and business KPIs, including Autodesk's what (business results) and how (leadership behaviors and values) expectations

• Hire, onboard, and develop managers and individual contributors while building leadership capability, succession readiness, and growth opportunities across the organization as the business and team structures continue to evolve

• Drive customer excellence through strong leadership, accountability, coaching, and performance management while continuously evolving team expectations, service models, and support strategies to meet changing business and customer demands

• Create an environment of continuous improvement by leading strategic and operational initiatives focused on digital transformation, operational scalability, automation, AI-enabled support experiences, and evolving support models that elevate customer experiences, improve efficiency, and drive scalable processes, consistency, collaboration, and organizational maturity across teams and regions

• Lead through influence across GEOs and cross-functional organizations to drive globally aligned strategies while balancing regional business needs with a think global, act local mindset

• Partner closely with leaders across Customer Success, Adoption, Product, Engineering, Operations, and other business functions to represent the Voice of the Customer by identifying trends, risks, operational gaps, and emerging customer expectations, translating insights into actionable improvements that drive customer outcomes, scalable support experiences, and business impact

• Effectively navigate ambiguity, shifting priorities, and evolving business expectations while making sound decisions that can be clearly articulated across diverse stakeholder groups and levels of leadership/employees

• Support organizational readiness for product changes, feature launches, cross-training opportunities, escalations, incidents, and new business priorities through proactive planning, communication, and cross-functional coordination

• Operate with a balance of strategic leadership and operational execution - willing to engage in tactical problem-solving when needed while primarily elevating leaders and teams to independently drive results and business impact

• Foster a globally aligned, customer-focused culture centered on accountability, inclusion, innovation, adaptability, and continuous learning while building trusted relationships and demonstrating professionalism, resilience, sound judgment, and executive presence across teams, GEOs, and stakeholder groups

• 8+ years of experience leading customer support, customer success, or technical support teams with a demonstrated track record of operational and people leadership success

• Experience successfully managing managers, team leads, and/or senior-level (advanced/expert) individual contributors preferred

• Proven ability to influence across teams, GEOs, and stakeholder groups to drive alignment and business outcomes

• Strong understanding of customer support operations, digital support strategies, and customer experience expectations in SaaS or technology environments

• Successful experience driving operational improvements, process optimization, automation, and scalable service delivery. Has been successful suggesting area of opportunity for which procedures are not established and for which approaches must be defined and/or adapted significantly, leading the outcome where appropriate

• Strong communication, collaboration, and stakeholder management skills with the ability to navigate ambiguity and evolving priorities

• Demonstrated ability to think strategically while executing effectively in fast-paced, highly dynamic environments

• Strong analytical, problem-solving, and decision-making capabilities

• High emotional intelligence with the ability to coach, motivate, and develop teams while effectively managing escalated situations

• Adaptable, resourceful, and resilient with a continuous improvement mindset and passion for innovation

• Experience working across global organizations or multiple GEOs preferred

• Travel is expected based on business needs