Manager, Customer Success Midmarket, AEC APJ

Position Overview

The Manager, Customer Success Midmarket, AEC APJ is responsible for leading a team of Customer Success Managers managing a selected book of some of our largest regional Business customers in the APJ countries. Our Customer Success Managers oversee our valued customers end-to-end partnership lifecycle, with a focus on driving success in the onboard, use, and extend stages as they adopt Autodesk products, solutions, and services. The team engages directly with customers proactively through outcomes- and value-led interactions, building and executing quality Customer Success Plans.

This People Manager role will oversee the mindset, skillsets, and practices of the team to ensure that our selected customers achieve maximum outcomes and value and have solid reasons to invest more and more in a partnership with Autodesk.You will manage 5-6 high-performing Customer Success Managers focused on the AEC (Architecture, Engineering, and Construction) industry, who are located in various countries within the Asia Pacific and Japan region. Please note that as Autodesk evolves the Customer Success function, the industry mix, the number of team members, as well as the country mix, could change in the long run.

This role can be based in Singapore, Australia, Japan, or India and involves close collaboration with peers across EMEA and AMER regions to embed customer success best practices into global teams. The position also works cross-functionally with Sales, Technical Sales, Technical Support, Channel Partner Managers, and other Autodesk go-to-market teams in APJ countries to drive customer value, adoption, and growth.

The ideal candidate is a highly motivated, tenacious self-starter with a proven track record of building, leading, and inspiring high-performing customer success teams. Were looking for someone who is deeply committed to the principles of Customer Success, understands the importance of value-driven and ROI-based account management, and embraces a when our customers win, we win mindset. This position reports directly to the Senior Manager of Customer Success, APJ.

Responsibilities

• Hire, manage, mentor, coach, and develop a team of AEC Customer Success Managers across APAC & Japan

• Drive and mentor the team to have outcome- and value-based conversations with customers at all times, and constantly measure and document the impact throughout the customer lifecycle

• Drive and mentor the team to build, manage, and execute quality Customer Success Plans with our selected customers

• Partner with leaders of Sales, Technical Sales, the Channel Partner ecosystem, Technical Support, Client Services, and others to drive customer success motions and impact customer value, activation, usage and growth

• Build and refine reporting processes as part of continuous improvement efforts. Ensure CRM tools and Autodesk methodologies are leveraged to process and track onboarding and adoption

• 
  Be the voice and advocate for APJ in global discussions

• Determine team measurement and rewards, and regularly report on team and individual contributor results to senior leadership

• Encourage innovation by exchanging new ideas to improve operational efficiency within Customer Success and supporting organizations

• Work and align closely with the regional country leaders to ensure that within each country, CSMs have the local support needed to drive highly successful customer engagements

Minimum Qualifications

• People management, team lead, and/or coaching experience

• 4+ years of Customer Success, Sales, or Account Management experience

• Customer empathy and a when customers win, then we win mindset

• Strong one-on-one, one-to-many coaching, and listening skills

• Ability to lead change in a complex and ever-evolving business environment

• Ability to prioritize, assign, and delegate tasks

• Ability to influence without direct authority

• Ability to collaborate and coordinate across multiple stakeholders

• Strong cross-cultural leadership and understanding

• Fluent in business-level written andspoken English

Preferred Qualifications

• Practical working knowledge of outcome- and value-based sales and customer success management in a SaaS organization

• Experience in making data-driven business decisions through key customer success metrics: Customer Value, Adoption Rates, Renewal Rates, ACV/ARR Growth, NPS, and others

• Experience in managing and working across APJ and within global teams

• Additional language

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• AEC industry experience

• Proficiency in Salesforce (SFDC)

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