Manager, Customer Success ANZ ASEAN Enterprise

Job Requisition ID #

25WD90277

Position Overview

The Manager, Customer Success ANZ ASEAN Enterprise is responsible for leading a team of Customer Success Managers, with a current book of business including 16 enterprise customers in the ANZ ASEAN region. Our Customer Success Managers oversee the post sales stages of "onboard," "use," and extend with our enterprise customers as they adopt Autodesk solutions. The team engages directly with customers proactively through outcomes- and value-led interactions, building and executing Customer Success Plans.

This People Manager role will oversee the team adopting and developing best practices, ensuring our customers realize maximum value with their ongoing investment in Autodesk partnerships.

You will manage a high-performing team of 6 Customer Success Managers and 2 Customer Success Associates, primarily in the AECO (Architecture, Engineering, Construction, and Operation) industry. Please note that as Autodesk evolves the Customer Success function, the industry mix, the number of team members, as well as the country mix, could be subject to change.

Autodesk offers a flexible working environment, with this role based in Australia. We prefer candidates in Sydney, Brisbane, or Melbourne but are open to considering candidates based in other locations in Australia to find the right talent.

In this role you will collaborate within an ecosystem that includes the Sales teams, Technical Sales teams, Technical Advisory, Autodesk Channel Partners, Technical Support, Client Services and many other teams to ensure customer value and growth to your book of business.

Candidates for this position must be highly motivated, tenacious self-starters with a track record of building, motivating, and driving high-performing customer success teams. We are looking for someone who truly believes in the role of Customer Success, value and ROI-based account management, and embraces a when our customers win, then we win mindset. This role reports to the Senior Manager, Customer Success Enterprise APAC.

Responsibilities:

• Hire, manage, mentor, coach, and develop a team of Customer Success Managers across ANZ ASEAN
• Continually develop the team's skills in having outcome- and value-based engagements with customers, and constantly measure and document the team's impact
• Drive and mentor the team to build, manage, and execute quality Customer Success Plans
• Partner with leaders of Sales, Technical Sales, Technical Support, Technical Advisory, and others to drive customer success motions and impact customer value, adoption and growth
• Build and refine reporting processes as part of continuous improvement efforts. Ensure CRM tools and Autodesk methodologies are leveraged to process and track value and adoption
• Regularly report on team and individual contributor results to senior leadership
• Encourage innovation by exchanging new ideas to improve operational efficiency within Customer Success and supporting organizations
• Work and align closely with the regional country leaders to ensure that within each country, CSMs have the local support needed to drive highly successful customer engagements

• People management, team lead, and/or coaching experience
• 5+ years of Customer Success, Sales, or Account Management experience
• Customer empathy and a when customers win, then we win mindset
• Strong one-on-one, one-to-many coaching, and listening skills
• Ability to lead change in a complex and ever-evolving business environment
• Ability to prioritize, assign, and delegate tasks
• Ability to influence without direct authority
• Collaboration and coordination across various internal and external stakeholders
• Cross-cultural leadership and understanding
• Excellent executive and business-level communication skills. Fluent in business-level written and spoken English

• Practical working knowledge of outcome- and value-based sales and customer success management in a SaaS organization
• Experience in making data-driven business decisions through key customer success metrics: Customer Value, Adoption, ACV/ARR Growth, NPS, and others
• Experience in managing and working across ANZ ASEAN and within global teams
• AECO (Architecture, Engineering, Construction and Operation) industry experience or industry digital solutions Sales and Customer Success experience highly preferred
• Proficiency in Salesforce (SFDC)
• Understanding of the overall Autodesk solutions and/or competitor landscape