Director, Customer Success Design & Technology

Job Requisition ID #

Position Overview

As the Director, Customer Success Design and Technology at Autodesk, you will lead service design and digital strategy for Customer Success. Reporting to the Vice President, Customer Success Design, you will manage a portfolio of solutions across the customer success domain that align to Autodesk success offerings. You will work with stakeholders in GTM technology, offerings, and customer success to prioritize digital investments and ensure we are meeting customer needs across the post-purchase experience. 

You’ll work with teammates across the globe and will travel up to 15% of the time for face-to-face meetings like conferences, team offsites, and customers. We prefer for this role to be hybrid to one of our major North America offices (SF, Portland, Denver, Atlanta, Boston, Toronto, Montreal), but we are open to anywhere in the US or Canada remote.

Responsibilities

• Lead the development of a multi-year digital strategy for the Customer Success organization including identifying technology needs, prioritizing initiatives, and planning for future investments 

• Manage executive relationships around business needs for customer success digital transformation. Work with senior stakeholders to align on business outcomes and requirements across the CS portfolio

• Lead cross-functional service design projects that transform the Autodesk experience for customers. Oversee the use of qualitative research, data visualization, journey mapping, and service blueprinting to enhance the customer experience 

• Lead strategic programs for our digital customer success transformation around support, adoption and insights and provide strategic guidance on the selection and use of customer success tools and technologies that align to success offerings 

• Establish and monitor KPIs across the CS portfolio to ensure the digital experience is meeting customer and employee needs

• Provide strategic leadership and guidance to multiple high performing teams

 You have the ability to

• Align stakeholders: Expertise in aligning stakeholders around business outcomes and requirements in a matrixed environment

• Manage Technology Platforms: Strong ability to oversee the configuration, maintenance, and optimization of customer success technology platforms 

• Develop Roadmaps: Strong ability to develop a technology strategy and technology roadmap for the Customer Success organization 

• Design Customer Experiences: Expertise in designing and optimizing the customer experience to ensure every interaction is strategically crafted to achieve customer outcomes 

• Analyze Data: Proficient in utilizing analytics tools to make data-driven decisions and ensuring data accuracy and security when managing customer success technologies 

• Manage Teams: Advanced leadership skills and ability to manage and inspire a high performing Customer Success Design & Technology team. Skilled in hiring, developing, and retaining top talent and fostering a culture of continuous learning and professional growth

At Autodesk, we value the soft skills you bring to the table just as much as your technical prowess. As an ideal candidate, you will possess the right blend of

• Setting the Strategic Vision: You will strategically set long-and short-term goals for the organization 

• Creativity & Innovation: You will create an environment that sparks, cultivates, and embraces creativity and innovation 

• Building Talent: You will create development opportunities to build internal talent 

• Business Impact: You will demonstrate strong commercial acumen by aligning investments to impact areas for Autodesk customers 

• Boundary Spanning: You will encourage cross-silo collaboration and advocate for “OneAutodesk”, while prioritizing enterprise goals over functional needs

Minimum Qualifications

• 12+ years of experience in customer success, technology management, or a related field with 5+ years of experience leading teams in a global SaaS company 

• Bachelor’s or advanced degree in Business Administration, Design, Technology, or a related field; Master’s degree preferred 

• Proven ability to manage a digital customer success portfolio, including CRM systems, customer support tools