Position Overview
The Senior Manager, Customer Success Mid-market is responsible for leading a team of Customer Success Advisors focused on driving success in the "onboard" and "use" lifecycle stages of our mid-market indirect and direct customers as they deploy Autodesk solutions. The team engages directly with customers proactively through outcomes and value-led interactions, customer planning motions, and reacting to data-triggered actions. This role will oversee the activities of the team while also developing strategies to grow the existing customer base and mitigate risk to protect future contract renewals
This role is the evangelist of customer success in mid-market across APJ and is the go-to person for the region to define and refine how we drive customer behaviour in this segment. This role works closely with their peers in EMEA and AMER to drive customer success best practices into global teams. In addition, they will also collaborate with partner managers and Autodesk field sales organisations to ensure great customer experiences
Candidates for this position must be highly motivated, tenacious, and self-starters with a track record of building, motivating, and driving high-performance customer success teams. This role reports to the Senior Director for Commercial Customer Success (CCS) APJ
Responsibilities
- Hire, manage, mentor, coach and develop a team of Customer Success Advisors across APAC & Japan
- Drive and mentor the team to have outcome based conversations with customers and measure that impact through the Value we provide to our customers
- Partner with leaders of sales teams, the channel partner ecosystem, technical support, client services, and others to drive customer success motions and resolve customer activation/onboarding/usage issues.
- Build and refine reporting processes as part of continuous improvement efforts. Ensure CRM tools and Autodesk methodologies are leveraged to process and track on-boarding and adoption
- Work closely with global Customer Success teams to align processes and customer experience measures and outcomes. Be the voice and advocate for APJ in the global discussions
- Determine team measurement and rewards and regularly report on team and individual contributor results to senior leadership
- Set team expectations to drive a high-level customer satisfaction and experience to ensure continued customer adoption of Autodesk products through customer value-add activities
- Encourage innovation by exchanging new ideas to improve operational efficiency within Customer Success and the supporting organizations
- Continue to evolve the function with Autodesk products and Customer Success global best practices to drive a best in class Customer Success Advisor team
- Work and align closely with the country CCS leaders to ensure within each country the CSA’s have the local support needed to drive highly successful customer engagements
Minimum Qualification
- Customer empathy & customer-oriented mindset
- Strong 1-1 coaching and listening skills
- Ability to prioritize, assign and delegate tasks
- Influencing where you do not have authority
- Ability to lead change in a complex environment
- Collaboration and coordination across multiple stakeholders
- Demonstrated ability to lead, discover, and uncover the customer's business challenges
- Cross culture leadership and understanding
- Fluent languages spoken and written: English
Preferred Qualification
- People Management Experience
- 6+ years Customer Success/Account Management experience
- Experience in tracking key customer success metrics: Assignment & Utilization rates, NPS, AOV, MAU, Value
- Practical working knowledge of Outcome Based Selling and Customer Success Planning in a SaaS organisation
- Experience in managing and working across APJ and within global teams
- SDFC proficiency
