Customer Success Manager

Autodesk Inc. San Francisco , CA 94118

Posted 3 months ago

Customer Success Manager

Location: Home Office, CA- United States

Job ID: 19WD35957

Customer Success @ Autodesk

The Autodesk Customer Success group advises professionals in the building, infrastructure, manufacturing, and media & entertainment industries. Our staff combine industry domain expertise with comprehensive technical knowledge of the Autodesk portfolio in order to consult our enterprise customers to define and execute a strategic roadmap that supports business goals, build organizational alignment and establish measurable criteria for success, and innovate more quickly to gain a competitive advantage.About Autodesk"

Position Overview

Are you interested in helping us build and evolve our customer success organization to continuously improve the quality of our services and overall experience and success of our customers?

As a CSM you will be responsible for your enterprise accounts' success plans, driving post-sale account management, customer relationship development, and value delivery. You will provide strategic advisory services to maximize our customers' return on investment in their Autodesk solutions. You will utilize your combination of industry knowledge, business strategy expertise, product knowledge, and account management experience to help customers innovate more quickly to gain an advantage in the marketplace. This is an exciting opportunity to unequivocally influence customers' and Autodesk's future success.


  • Lead much of the post-sales activity in order to create recognizable business value for Autodesk's top customers. You will build positive relationships, demonstrate product knowledge, plan and execute on the Customer Success Plan (CSP) to ensure broad adoption of Autodesk solutions

  • Identify opportunities for growth and accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best return on your customers' investment within the shortest timeframe

  • Be the customer's voice and provide feedback to internal teams on how we can better serve our customers

  • Collaborate from proposal through delivery to translate customer business and technical challenges into solutions based on Autodesk products & services

  • Develop and maintain close relationships with key management sponsors within a select group of named accounts (from key users to CXO) , becoming a trusted advisor to the customer

  • Able to travel up to 40%

Minimum Qualifications

  • Bachelor's degree or equivalent work experience and education

  • You have 8 years in sales, service delivery, or customer success management experience

  • You have a strong sense of ownership with a bias for action and willingness to role-up your sleeves

  • You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services

  • You thrive in developing deep customer relationships and managing assigned accounts to result in continued revenue generation and high levels of customer satisfaction

  • You have excellent communication and presentation skills

The Ideal Candidate

  • Experience deploying technology or services with large enterprise or global customers and the desire for continuous learning and growth

  • You are enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers

  • Deep understanding of value drivers in recurring revenue business models

  • Strong financial acumen including an analytical and process-focused mindset

  • Understanding of Software-as-a-Service (SaaS) customer management

  • Technical educational background or equivalent experience

  • Master's degree or equivalent work/education experience

About Autodesk

With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager


Posted 5 days ago

VIEW JOBS 1/16/2020 12:00:00 AM 2020-04-15T00:00 <p><strong>About Opal</strong></p><p>At Opal, we believe enterprise software should be beautiful, simple and designed for the job at hand. The Opal platform empowers marketing teams to collaborate within a dedicated environment to plan, visualize and deploy campaigns across all marketing channels, reducing complexity and aligning teams for better marketing results.</p><p>Our team is deeply invested in encouraging a culture that promotes design thinking, collaboration and a passion for excellence. We work together as a team to revolutionize the modern marketing organization.</p><p><strong>About the Job</strong></p><p>As a <strong>Customer Success Manager</strong> at Opal, you’ll join a smart, gritty, and passionate team of relationship builders, who have a heart for the customer.This role owns the customer relationship and leads strategic conversations with some of the biggest brands in the world to understand their business, objectives, and success criteria. </p> <p>As the primary customer contact post-sale, you’ll be responsible for driving the implementation of Opal, ensuring high and sustained platform adoption and renewal. In close collaboration with your sales counterpart, you’ll develop account strategies to ensure Opal is demonstrating value that leads to growth and expansion opportunities while creating Opal customer advocates. </p><p><em>This position is for our San Francisco, CA office. This position is <strong>NOT</strong> eligible for relocation.</em><br></p><p><strong>Responsibilities:</strong></p><ul> <li>Establish authentic, productive customer relationships quickly that build trust and customer advocates.</li> <li>Have a deep understanding of the Opal platform and solutions, using enablement materials to ensure your customers are leveraging the platform’s functionality to its fullest potential.</li> <li>Work in collaboration with Education, Support, Sales, Product, and Marketing on key milestones along the customer journey and be the voice of the customer internally.</li> <li>Guide a customer through the Opal journey to ensure maximum usage, adoption, value, expansion and retention. </li> <li>Lead and facilitate strategic, value-based conversations with key stakeholders to ensure the customer is successful in meeting business goals and maximizing investment in Opal.</li> <li>Oversee the Opal implementation process for all new customers within your territory by consulting key customer stakeholders on marketing process, configuration, and best practices for adoption. </li> <li>Monitor customer usage and health dashboards to track adoption, opportunities for optimization, expansion, and at risk early warning signs.</li> <li>Work proactively to eliminate risk for churn, escalating customer issues as needed.</li> <li>Travel domestically (and some international) approximately 20% for customer meetings.</li> </ul><p><strong>Requirements</strong></p><p><strong>Skills, Experience and Qualifications:</strong></p><ul> <li>2+ years of experience in an enterprise customer success or similar role in Marketing, Technology, or SaaS industries.</li> <li>Understanding of the digital marketing landscape and the enterprise SaaS business model with experience in delivering and implementing SaaS solutions for enterprise customers.</li> <li>Proven results in meeting customer retention and expansion goals.</li> <li>A proactive, intentional approach towards handling strategic customer communication and challenges.</li> <li>Superb written and verbal communication skills, including presenting in-person and remotely to executive-level stakeholders.</li> <li>Proven ability to work and succeed in a fast-paced, changing environment.</li> <li>Exceptional project management skills including time management, task organization, and prioritization.</li> <li>Demonstrated success working with internal, cross-functional teams.</li> <li>A creative and steadfast approach to problem-solving on the fly.</li> <li>Natural alignment with Opal’s Values: Professional, Intentional, Steadfast, Helpful, Creative, Passionate, and Empathetic.</li> <li>Demonstrated ability to work effectively with individuals from diverse communities and cultures.</li> </ul><p><strong>Preferred Experience</strong></p> <ul> <li>Familiarity of change management facilitation</li> <li>Experience in using the Opal platform</li> </ul> <p><strong>Education</strong></p><ul><li>Undergraduate degree or equivalent experience required; advanced degree in a related field a plus</li></ul><p><strong>Benefits</strong></p><p><strong>Benefits of Being an Opal Employee Include:</strong></p><ul> <li>Competitive, market-leading compensation package, including stock options</li> <li>100% company-paid Medical/Rx, Dental, and Vision Insurance for individuals (40% company-paid for dependent tier coverage)</li> <li>Flexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, Parking</li> <li>Company-paid Life/AD&amp;D, Short and Long Term Disability Insurance</li> <li>Pet Insurance for your furry friend</li> <li>Flexible Paid Time Off and Paid Holidays</li> <li>Paid Parental Leave &amp; Back-to-Work Program</li> <li>401(k) and Roth Retirement Plans</li> <li>Company-sponsored outreach &amp; activity programs</li> </ul><p>Opal is an equal-opportunity employer and committed to creating an inclusive and diverse environment. We believe a diverse workplace promotes innovation and enhances decision making. We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age, or veteran status.</p> Opal San Francisco CA

Customer Success Manager

Autodesk Inc.