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About the Role

The Customer Technical Support (CTS) organization at Autodesk is composed of customer-focused, solutions-oriented professionals. The Digital Support team delivers scalable, high-quality support experiences through operational excellence, digital engagement, and rapid service delivery. This role leads and develops regional Customer Support Associate Managers and Team Leads, driving excellence, cross-functional alignment, and continuous improvement to elevate customer experience and business outcomes. The manager will operate with a “think global, act local” mindset, balancing regional needs with globally aligned processes. This position requires a strong people leader who can influence broadly, drive accountability, improve efficiency through process optimization and automation, and modernize support in a digital and AI-enabled environment. The ideal candidate is self-driven, autonomous, demonstrates strong ownership, sound judgment, and can balance strategic thinking with operational execution.

Responsibilities

Manage and develop high-performing Customer Support leaders and professionals, translating organizational priorities into scalable team execution plans and measurable outcomes.
Hire, onboard, and develop managers and individual contributors, building leadership capability, succession readiness, and growth opportunities.
Drive customer excellence through strong leadership, accountability, coaching, and performance management, evolving team expectations and support strategies.
Create an environment of continuous improvement by leading strategic and operational initiatives focused on digital transformation, operational scalability, automation, and AI-enabled support experiences.
Lead through influence across global organizations to drive globally aligned strategies while balancing regional business needs with a “think global, act local” mindset.
Partner with cross-functional leaders to represent the Voice of the Customer, identifying trends, risks, and operational gaps, and translating insights into actionable improvements.
Effectively navigate ambiguity, shifting priorities, and evolving business expectations, making sound decisions clearly articulated across diverse stakeholder groups.
Support organizational readiness for product changes, feature launches, cross-training opportunities, escalations, incidents, and new business priorities through proactive planning and coordination.
Operate with a balance of strategic leadership and operational execution, engaging in tactical problem-solving when needed while elevating leaders and teams to drive results.
Foster a globally aligned, customer-focused culture centered on accountability, inclusion, innovation, adaptability, and continuous learning, building trusted relationships and demonstrating professionalism.

Requirements

8+ years of experience leading customer support, customer success, or technical support teams with a demonstrated track record of operational and people leadership success
Experience successfully managing managers, team leads, and/or senior-level (advanced/expert) individual contributors preferred
Successful experience driving operational improvements, process optimization, automation, and scalable service delivery
Experience working across global organizations or multiple GEOs preferred

Skills

Ability to influence across teams, GEOs, and stakeholder groups to drive alignment and business outcomes
Strong understanding of customer support operations, digital support strategies, and customer experience expectations in SaaS or technology environments
Strong communication, collaboration, and stakeholder management skills
Ability to navigate ambiguity and evolving priorities
Demonstrated ability to think strategically while executing effectively in fast-paced, highly dynamic environments
Strong analytical, problem-solving, and decision-making capabilities
High emotional intelligence with the ability to coach, motivate, and develop teams while effectively managing escalated situations
Adaptable, resourceful, and resilient with a continuous improvement mindset and passion for innovation

Experience Level

8+ years of experience leading customer support, customer success, or technical support teams

Salary/Compensations

Starting base salary between $80,300 and $143,990 for U.S.-based roles
Compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package

Benefits

Health benefits
Financial benefits
Time away
Everyday wellness

About the Company

Autodesk software helps innovators turn their ideas into reality, transforming how things are made and what can be made.
The company culture guides how employees work, treat each other, connect with customers and partners, and show up in the world.
Autodesk enables meaningful work that helps build a better world designed and made for all.

Equal Opportunity

Autodesk is building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world.
Autodesk is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic.
Autodesk considers for employment all qualified applicants regardless of criminal histories, consistent with applicable law.