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About the Role

Autodesk is seeking a Senior Manager, Enterprise Customer Success to lead a team of Customer Success Managers (CSMs) responsible for enterprise clients in Japan. This role reports to the Customer Success Leader and focuses on driving customer value, adoption, retention, and business growth within the Japanese market, primarily serving the AEC industry with some D&M clients. The position requires a 'Player-Coach' approach, blending leadership with hands-on involvement in customer success and team development.

Responsibilities

Lead and develop a high-performing Customer Success Team, including hiring, mentoring, coaching, and evaluating Enterprise Customer Success Managers.
Foster a culture of accountability, collaboration, continuous learning, and customer obsession.
Drive adoption of Customer Success best practices and continuous improvement initiatives.
Support team members in developing customer engagement strategies and success plans.
Create an environment where customer outcomes and business impact are central to decision-making.
Partner closely with CSMs to support strategic customer engagements and critical escalations.
Build and maintain trusted relationships with executive stakeholders across enterprise customer organizations.
Help customers achieve measurable business outcomes through successful adoption of Autodesk solutions.
Lead executive business reviews and strategic customer conversations.
Drive customer retention, satisfaction, expansion, and long-term partnership growth.
Develop a deep understanding of customer business priorities, operational challenges, and transformation initiatives.
Align Autodesk solutions to customer business objectives and desired outcomes.
Provide strategic guidance on digital transformation, process improvement, and technology adoption.
Identify opportunities to increase customer value realization and accelerate business impact.
Partner with Sales, Technical Sales, Technical Support, Consulting, and Partner organizations to drive customer success.
Identify risks and growth opportunities across the customer portfolio and develop proactive action plans.
Monitor customer health, adoption, retention, and value metrics.
Provide business insights and recommendations to leadership teams.
Collaborate with APAC and global teams to share best practices and drive consistency across the Customer Success organization.

Requirements

Experience in Enterprise Customer Success, Strategic Account Management, Consulting, or other customer-facing leadership roles.
Proven people management experience leading customer-facing teams.
Demonstrated success managing executive-level customer relationships within enterprise organizations.
Strong business acumen with the ability to understand customer business objectives and drive strategic conversations.
Proven ability to coach, develop, and inspire high-performing teams.
Excellent problem-solving, stakeholder management, and communication skills.
Fluent business-level English and Japanese communication skills, both written and verbal.
Experience working in a global and matrixed environment.

Skills

SaaS leadership experience
AEC industry experience or supporting AEC customers
Design & Manufacturing industry knowledge
BIM, construction DX, digital transformation project experience
Understanding of Autodesk products or related solutions
Data-driven organization management using metrics like customer adoption, value realization, and contract renewal

Location

Japan

Work Type

Full-time

Experience Level

Senior Manager

Salary/Compensations

Base salaries, annual cash bonuses, stock grants, and a comprehensive benefits package may be included.

Benefits

Comprehensive benefits package

About the Company

Autodesk software is used to create amazing things every day, from green buildings and clean cars to smart factories and hit movies, helping innovators turn ideas into reality and transforming what can be made.
Autodesk has a strong culture that guides how employees work, treat each other, connect with customers and partners, and show up in the world.
Autodesk offers meaningful work that helps build a better world designed and made for all.

Equal Opportunity

Autodesk cultivates a culture of belonging where everyone can thrive.