Senior Customer Success Manager (AECO)

About the role

Autodesk is adding a headcount in Singapore for its Customer Success team, focused on its largest regional customers in the AECO industry (Architecture, Engineering, Construction and Owner). The Senior Customer Success Manager oversees how these customers onboard with Autodesk solutions, adopt them effectively and expand their use, managing a portfolio of 10-15 customers and reporting to the Senior Manager, Customer Success - APAC Emerging Markets.

Key responsibilities

• Co-create and execute a tailored Customer Success Plan with each AECO customer, covering priorities, initiatives and adoption plans for Autodesk solutions.
• Act as owner of Customer Success planning and execution, holding customers, Autodesk teams and Channel Partners accountable for agreed actions.
• Document the business value each customer achieves and turn it into success stories.
• Support onboarding of new solutions and help at-risk customers with low adoption, reducing churn risk.
• Work with Sales, Renewals, Technical Sales, Marketing and Channel Partner teams on coordinated adoption and account planning.
• Monitor customer usage data and health indicators and turn them into success strategies with reseller partners and internal teams.
• Engage stakeholders across customer organisations, including C-level executives, business unit leaders and contract managers.

Required profile

• Experience or familiarity with the AECO industry.
• 5-10 years in Sales, Customer Success or Technical/Implementation Consulting, or as a former architect, engineer, BIM manager, general contractor or project manager who has worked with SaaS solutions for BIM and digital transformation.
• Proven ability to uncover customer business challenges and align solutions to business outcomes.
• Experience with large organisations and complex stakeholder environments.
• Executive communication skills, strong customer empathy and the ability to prioritise in a fast-paced environment.

Preferred qualifications

• Familiarity with Autodesk AECO solutions such as Autodesk Forma (formerly Autodesk Construction Cloud), Revit, Civil 3D or Navisworks, or competitor technologies.