Business Customer Success Manager
Autodesk · Oregon, United States
- Hybrid
- Full-time
- $128,260 / year
- Oregon, United States
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Job highlights
- Manage Autodesk Business Plan customer relationships.
- Drive business outcomes for AEC industry clients.
- Develop and execute Customer Success Plans.
- Monitor product usage and customer health.
- Collaborate cross-functionally for account growth.
About the role
Position Overview
The Customer Success Manager (CSM) plays a strategic role in driving measurable business outcomes for Autodesk’s Business Plan customers. This role owns the post-sale customer relationship across the “Onboard,” “Use,” and “Extend” stages of the lifecycle, ensuring customers realize long-term value from their investment in Autodesk solutions.
You will manage a portfolio of accounts primarily within the Architecture, Engineering, and Construction (AEC) industry, partnering closely with customer stakeholders to build and execute tailored Customer Success Plans aligned to their strategic initiatives, operational priorities, and growth objectives.
This role is ideal for someone who understands the unique challenges of construction and AEC organizations — including project-based workflows, digital transformation efforts, and evolving delivery models — and can translate Autodesk capabilities into tangible business impact.
You will operate within a highly collaborative ecosystem that includes Sales, Technical Sales, Channel Partners, Technical Support, and Client Services, serving as the voice of the customer and ensuring long-term customer health.
Responsibilities
- Own the post-sale customer relationship for an assigned portfolio of customers
- Drive measurable ROI by aligning Autodesk solutions to customers’ business objectives and industry-specific challenges
- Co-create and execute Customer Success Plans that define success criteria, adoption milestones, and value realization outcomes
- Establish success metrics and track progress through regular business reviews and strategic planning sessions
- Monitor product usage, customer health signals, and engagement data — leveraging Customer Success platforms (e.g., Gainsight or similar tools) to proactively mitigate risk and identify growth opportunities
- Identify and support at-risk accounts through targeted adoption and enablement strategies
- Document and articulate customer value realization through business cases and success stories
- Collaborate cross-functionally with Sales and Channel Partners to drive expansion, retention, and long-term account growth
- Engage confidently with stakeholders at all levels, from end users and IT administrators to executive decision-makers
Minimum Qualifications
- Up to 5 years of experience in Customer Success, Account Management, Sales, Renewals, or other customer-facing roles
- Demonstrated ability to uncover customer business challenges and align solutions to strategic outcomes
- Experience building mutual success plans, business cases, or documented account strategies
- Experience working with complex organizations managing multiple priorities and stakeholders
- Strong executive-level communication and presentation skills
- Customer-first mindset with high emotional intelligence
- Ability to prioritize and manage multiple complex accounts simultaneously
- Proven ability to collaborate across internal and external stakeholders
Preferred Qualifications
- Experience within the Construction, Architecture, Engineering, or broader AEC industry
- Understanding of construction project lifecycles, field-to-office workflows, or digital transformation initiatives
- Experience using Customer Success platforms such as Gainsight (or similar tools) to manage health scoring, success plans, and proactive engagement strategies
- Familiarity with usage analytics, health metrics, and value realization reporting
- Experience working in a partner-led or channel ecosystem
Key skills/competency
- Customer Success Management
- Account Management
- Sales
- Renewals
- Business Acumen
- Relationship Building
- Communication Skills
- Problem-Solving
- Strategic Planning
- Product Adoption
Skills & topics
- Customer Success Manager
- Account Management
- Sales
- AEC Industry
- Business Development
- Customer Relationship Management
- SaaS
- ROI
- Customer Retention
- Value Realization
- Autodesk
- Gainsight
- Project Management
- Digital Transformation
- Architecture
- Engineering
- Construction
- B2B
- Enterprise Software
- Client Services
How to get hired
- Tailor your resume: Highlight customer success, account management, and AEC industry experience. Quantify achievements with metrics.
- Craft a compelling cover letter: Showcase your understanding of customer challenges and how you drive business value.
- Prepare for interviews: Be ready to discuss your experience with customer success plans, ROI articulation, and cross-functional collaboration.
- Demonstrate client-centricity: Emphasize your customer-first mindset, emotional intelligence, and ability to manage complex accounts.
- Research Autodesk: Understand their mission, products, and culture, particularly within the AEC sector.
Technical preparation
Familiarize with Autodesk AEC Collection.,Understand construction project lifecycles.,Learn about digital transformation in AEC.,Practice using CRM/CSM software.
Behavioral questions
Describe a time you drove customer ROI.,How do you build executive relationships?,Tell me about managing at-risk accounts.,How do you collaborate cross-functionally?
Frequently asked questions
- What is the typical career path for a Business Customer Success Manager at Autodesk?
- The career path for a Business Customer Success Manager at Autodesk often involves progressing to senior CSM roles, managing larger or more strategic accounts, or moving into leadership positions within the Customer Success organization. Opportunities may also exist to transition into other customer-facing roles like Account Management or Sales, leveraging your deep understanding of customer needs and business impact.
- What kind of challenges can I expect in the Business Customer Success Manager role at Autodesk?
- You can expect to manage a diverse portfolio of accounts in the AEC industry, requiring a deep understanding of their unique project-based workflows and digital transformation initiatives. The role involves proactively identifying at-risk accounts, articulating customer value, and collaborating across multiple internal teams like Sales and Technical Support to ensure customer success and retention.
- How does Autodesk measure success for its Business Customer Success Managers?
- Success for a Business Customer Success Manager at Autodesk is measured by driving measurable ROI for customers, successful adoption of Autodesk solutions, customer retention, and account growth. This involves developing and executing effective Customer Success Plans, monitoring customer health signals, and conducting regular business reviews to demonstrate value realization.
- What are the key skills needed to excel as a Business Customer Success Manager at Autodesk?
- Key skills include strong executive-level communication and presentation abilities, a customer-first mindset with high emotional intelligence, and the capacity to manage multiple complex accounts simultaneously. Experience in customer success, account management, sales, or renewals, particularly within the AEC industry, is highly valuable, as is proficiency with Customer Success platforms.
- Does Autodesk provide training for Customer Success Managers?
- Autodesk is committed to the professional development of its employees. While specific training programs may vary, new hires can typically expect comprehensive onboarding, product training, and ongoing development opportunities to enhance their skills in customer success, account management, and industry knowledge, particularly within the AEC sector.
- What is the role of a CSM in driving expansion and retention at Autodesk?
- The CSM plays a crucial role in both expansion and retention by deeply understanding customer business objectives and demonstrating how Autodesk solutions deliver ongoing value. By proactively identifying growth opportunities and ensuring customer success, CSMs build strong relationships that foster loyalty and encourage upsells or cross-sells, directly contributing to long-term account health and revenue.