Sr. Manager, Customer Reliability - AECO

Senior Manager, Customer Reliability AECO

We are seeking a Senior Manager of Customer Reliability for the Architecture, Engineering, Construction, and Operations (AECO) industry to lead a critical function within our Proactive Support organization.

This leader will be responsible for transforming customer experience into systemic product and service improvements, ensuring that recurring customer pain points are identified, understood, and eliminated at scale. This role sits at the intersection of Customer, Product, and Engineering, and plays a key part in improving product reliability, reducing support demand, and strengthening customer trust.

Mission

Turn AECO customer experience into measurable product improvementeliminating repeat friction, improving readiness, and strengthening customer trust at scale.

Key Responsibilities

• Drive Repeat Issue Elimination
• Product Insights & Root Cause Analysis
• Product & Experience Advocacy
• Pre-Release Readiness & Supportability
• Strengthen Closed-Loop Feedback
• Lead a High-Impact, Multi-Disciplinary Team

Key Outcomes & Success Metrics

• Reduction or elimination of repeat cases on solved issues
• Measurable customer time savings and reduced effort
• Improved customer trust and advocacy (CSAT/NPS)
• Increased number and impact of product or experience improvements driven by Customer Reliability
• Stronger closed-loop feedback and field readiness across AECO

What We're Looking For

• Industry Expertise & Credibility
• Leadership & Influence
• Analytical & Strategic Thinking
• Communication & Storytelling
• Mindset & Traits

Why This Role Matters

This role is central to our transformation from a reactive support model to a Proactive Support organization. By connecting customer experience directly to product improvement, this leader will help ensure that:

• Issues are not just resolvedbut eliminated
• Products continuously improve based on real-world usage
• Customers experience reliable, predictable outcomes at scale

Minimum Qualifications

• 8+ years of experience in Customer Success, Technical Support, Product Management, Engineering, or a related field
• 3+ years of people leadership experience, including managing cross-functional or technical teams
• Experience with Autodesk AECO products or ecosystem
• Background in architecture, engineering, construction, or operations environments
• Demonstrated experience working with or supporting AECO industry customers, workflows, or solutions
• Proven ability to translate customer insights and data into actionable product or process improvements
• Experience partnering with or working in Product and Engineering teams
• Strong analytical skills with the ability to interpret complex technical or operational data
• Excellent communication and storytelling skills, with experience presenting to senior stakeholders