Customer Success Manager

Job description

Job Requisition ID # 26WD100728 Position Overview Do you want the opportunity to be part of a startup-like environment and have a big impact on innovative technology? Are you looking to help customers transform how facilities, factories, and operational systems are designed, optimized, and run? If so, come join Autodesk Operations Solutions. Our portfolio includes Autodesk Tandem and Tandem Connect for digital twin and facility operations, FlexSim for 3D discrete-event simulation and process optimization, and Fusion Operations for cloud-based manufacturing execution and shop-floor digitalization. We are seeking a Customer Success Manager who will be a strategic post-sale partner across the Autodesk Operations Solutions portfolio, helping customers achieve measurable business outcomes, accelerate adoption, and expand the value they realize from Autodesk technology. To be successful in this role you need to be passionate about operations transformation across the built environment and manufacturing. You are a trusted advisor and relentless advocate for customer needs, able to connect business objectives with digital twin, simulation, manufacturing execution, and operational workflows while aligning executive sponsors, practitioners, Autodesk teams, and partners around a clear path to value. Responsibilities Establish strong relationships with customers and ensure their ongoing success through the Onboard, Use, and Renewal/Expansion stages of the customer lifecycle Serve as a primary post-sale contact between Autodesk and key customer sponsors, managing strategic relationships and consulting engagements where applicable across Autodesk Operations Solutions Accelerate adoption of Autodesk Tandem and Tandem Connect, FlexSim, and Fusion Operations by understanding customer objectives and prioritizing projects, enablement, and support activities that deliver the best outcomes and fastest path to value Create and maintain Customer Success Plans with measurable business outcomes, success criteria, stakeholder alignment, adoption milestones, and a strategic roadmap for assigned customers. Partner with Customer Adoption Specialists, technical specialists, consulting, and account teams to ensure onboarding and initial projects have clear outcomes, appropriate learning resources, and a path to scale beyond the first implementation Own post-sale account management and growth by monitoring engagement, customer health, usage, renewal readiness, and opportunities to expand adoption across facilities, production teams, users, workflows, integrations, and additional use cases Build and maintain relationships with internal and external stakeholders, including account executives, technical teams, consulting, executive sponsors, internal champions, implementation teams, operations leaders, engineering teams, and end users Collaborate with internal experts, Autodesk partners, and third parties to translate customer business and technical challenges into solutions spanning digital twins, discrete-event simulation, production planning, manufacturing execution, quality, maintenance, traceability, and connected operational data Create and coordinate account reporting, including CRM documentation, engagement summaries, stakeholder maps, Customer Success Plans, health scoring, meeting minutes, product usage reporting, executive briefings, renewal planning, and Quarterly Business Reviews ​​ Create and deliver customer enablement and training, including online or in-person sessions for new features and use cases. Guide customers to relevant Autodesk learning, product documentation, forums, support channels, and services, and provide follow-up that reinforces adoption Establish yourself as a trusted advisor and thought leader in digital twin delivery, facility and manufacturing operations, simulation-led decision making, shop-floor digitalization, and business process optimization; support change management that helps customers maximize technology investment Partner with subject matter experts, Marketing, and Product teams to turn customer challenges and successes into onboarding materials, workflow guidance, best practices, customer stories, webinars, presentations, and other enablement content Minimum Qualifications BA/BS in Technology Management, Engineering, Industrial Engineering, Manufacturing, an AEC-O discipline, Business, or a related field, or equivalent practical experience 5+ years of experience in customer success, strategic account management, implementation, consulting, support, or an equivalent customer-facing role supporting complex technology solutions Experience managing relationships across executive sponsors, operational leaders, technical stakeholders, implementation teams, and end users in owner/operator, manufacturing, engineering, or industrial environments Working knowledge of one or more of the following domains: built asset lifecycle and BIM; digital twins and facility operations; discrete-event simulation and process optimization; manufacturing execution systems (MES); production planning and MRP; quality, maintenance, inventory, or traceability workflows is ideal but not necessary Demonstrated ability to build Customer Success Plans, define measurable outcomes, track customer health and adoption, identify blockers and expansion opportunities, and lead executive or Quarterly Business Reviews Excellent written and verbal communication skills, with the ability to present complex business, operational, and technical workflows coherently to live or virtual audiences Strong analytical, problem-solving, decision-making, facilitation, negotiation, and consensus-building skills, with an ability to connect product capabilities to measurable operational outcomes Ability to collaborate effectively across sales, product, technical, consulting, marketing, partner, support, and customer teams, and to navigate multiple products and use cases within a strategic account Strong work ethic, high quality stand