Business Customer Success Manager

Business Customer Success Manager

The Business 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