Senior Director Business Strategy & Excellence

Job Requisition ID #

OVERVIEW:

The Senior Director, Business Strategy & Excellence for Customer Success is a transformative leader, accountable for driving operational excellence, and organizational agility at global scale. Reporting to the Chief Customer Officer, this role shapes and executes strategic initiatives that deliver measurable improvements in efficiency, customer experience, and business performance.

The role fosters a culture of continuous improvement and cross-functional collaboration, ensuring Customer Success teams are future-ready and aligned with corporate objectives.

Partnering with Customer Success leadership, the role manages operating models, decision-making structures, and quarterly business metrics.  A trusted partner to the Chief Customer Officer and senior leadership, the role provides insightful analysis about business execution to all parts of the organization. The role may act as a proxy for the Chief Customer Officer in meetings, address inquiries, draft documents, and manage executive communications in collaboration with communications partners.

The ideal candidate demonstrates a proven ability to build high-performing teams. The position offers flexibility for on-site, hybrid, or remote work within the United States, with up to 50% global travel to office locations and Autodesk-sponsored events.

Responsibilities:

• Global Customer Success strategy, including Business Excellence Strategy, ensuring alignment with organizational goals and future market needs.

• Manage resource allocation and budget planning for excellence initiatives.

• Ensure robust governance for strategic initiatives and monitor progress against defined outcomes

• Lead data, analytics and insights for CS, leveraging technology to enable impactful and informed decision-making, enhance program delivery, and support change management towards a data-driven organization.

• Establish and monitor KPIs, success metrics, and continuous improvement frameworks.

• Champion operational best practices, process and capability optimization and standardization across regions and functions.

• Change Management practice, leading transformational programs that drive customer satisfaction, scalability, and data-driven decision-making.

• Standardize and streamline Readiness services across all CS organizations and Geos.

• Serve as a trusted advisor and proxy to the Chief Customer Officer, representing Customer Success in executive forums and key discussions.

• Lead, engage, and motivate the Business Excellence team, driving high performance in accordance with One Orbit values.

• Act as a thought leader, influencing organizational direction and fostering global collaboration

Minimum Qualifications

Leadership & Organizational Experience

• 10+ years of experience in Customer Success, Business Operations, Strategy, or related functions within global, matrixed organizations.

• 8–10 years of senior leadership experience, including responsibility for multi-disciplinary teams and cross-functional initiatives.

• Proven track record leading global teams, with experience managing leaders and organizations of 20+ people and scaling teams over time.

• Experience serving as an executive advisor or proxy for C-suite leadership, including preparation of executive communications, strategic narratives, and decision-ready analyses.

Strategic & Operational Excellence Experience

• Experience in operational leadership for P&L organizations

• Demonstrated success designing and executing business strategy, operating models, and governance frameworks at enterprise scale.

• Extensive experience leading operational excellence, business transformation, and continuous improvement initiatives across regions and functions.

• Proven ability to drive KPI frameworks, performance metrics, and data-informed decision-making, including oversight of analytics, insights, and systems capabilities.

• Change management leadership experience, including enterprise transformation, readiness programs, and process optimization.

Customer Success & Industry Expertise

• Deep experience in Customer Success strategy, programs, and operations, ideally within SaaS, technology, or subscription-based business models.

• History of improving customer experience, scalability, and operational efficiency through innovation, standardization, and technology adoption.

Communication & Executive Influence

• Extensive experience partnering with