Job Requisition ID #
Position Overview
The Manager, Customer Success India is responsible for leading a team of Customer Success Managers managing a selected book of some of our largest regional Business customers of Autodesk in India. Our Customer Success Managers oversee our valued customers’ end-to-end partnership lifecycle, with a focus on driving success in the "onboard," "use," and “extend” stages as they adopt Autodesk products, solutions, and services. The team engages directly with customers proactively through outcomes- and value-led interactions, building and executing quality Customer Success Plans. This People Manager role will oversee the mindset, skillsets, and practices of the team to ensure that our selected customers achieve maximum outcomes and value and have solid reasons to invest more and more in a partnership with Autodesk.You will manage 5+ high-performing Customer Success Managers who specialize in the AEC (Architecture, Engineering, and Construction) industry, the Manufacturing industry, and the Public Sector. Please note that as Autodesk evolves the Customer Success function, the industry mix, the number of team members, and the team structure could change in the long run.
The role represents the Customer Success team in collaborating with the local India Sales, Technical Sales, Technical Support, Channel, and other cross-functional management staff to ensure healthy customer satisfaction, product adoption, renewal rate, and growth of India, which is currently one of the fastest-growing markets.In addition, you will be part of the extended APAC & Japan leadership team and will work closely with peers in EMEA and AMER to drive customer success best practices into global teams.Candidates for this position must be highly motivated, tenacious self-starters with a track record of building, motivating, and driving high-performing teams. We are looking for someone who truly believes in the role of Customer Success, value- and ROI-based account management, and embraces a “when our customers win, then we win” mindset. This role reports to the Senior Manager, Customer Success APJ.Autodesk provides a flexible day-to-day working environment, and we will prioritize candidates whose primary location is Bangalore, India.
Responsibilities
Manage, mentor, and coach a team of 5+ Customer Success Managers in India
Drive and mentor the team to have outcome- and value-based conversations with customers at all times, and constantly measure and document the impact throughout the customer lifecycle
Drive and mentor the team to build, manage, and execute quality Customer Success Plans with our selected customers
Partner with leaders of India Sales, Technical Sales, the Channel Partner ecosystem, Technical Support, Client Services, and others to drive customer success motions and impact customer value and usage, leading to strong renewal rate and revenue growth
Build and refine reporting processes as part of continuous improvement efforts. Ensure CRM tools and Autodesk methodologies are leveraged to process and track onboarding, adoption, renewal, and growth
Be the voice and advocate for India in regional and global discussions
Determine team measurement and rewards, and regularly report on team and individual contributor results to senior leadership
Encourage innovation by exchanging new ideas to improve operational efficiency within Customer Success and supporting organizations
Work and align closely with the regional India country leaders to ensure that CSMs have the local support needed to drive highly successful customer engagements
Minimum Qualifications
People management, team lead, change management, service strategy and/or coaching experience
5+ years of Customer Success, Sales, or large Account Management experience
Experience in working with and setting expectations between various cross-functional teams, including Sales, Technical Sales, Customer Success, and Renewal teams
Customer empathy and a “when customers win, then we win” mindset
Strong one-on-one, one-to-many coaching, and listening skills
Ability to lead change in a complex and ever-evolving business environment
Ability to influence without direct authority
Exceptional in executive-level business communication and presentation
Preferred Qualifications
Practical working knowledge of outcome- and value-based sales and customer success management in a SaaS organization
Experience in making data-driven business decisions through key customer success metrics: Customer Value, Adoption Rates, Renewal Rates, ACV/ARR Growth, NPS, and others
Experience in working for or working with large India-based enterprises with complex decision-making processes
Proficiency in Salesforce (SFDC) or other enterprise solutions
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