ECSM Manager

Position Overview

Do you have a customer-first mindset and a passion for developing high-performing teams that deliver measurable business outcomes? Are you energized by leading senior Customer Success talent and shaping how Enterprise customers realize value at scale?

We are seeking a Manager, Enterprise Customer Success to lead a team of Enterprise Customer Success Managers supporting Named Accounts across industries under the ADMEO umbrella — Automotive, Design & Manufacturing, Media Owners, and Core Media & Entertainment in AMER.

This is a leadership role, responsible for managing senior, enterprise-facing individual contributors operating in complex, account-based environments. The Manager is accountable not only for team performance and customer outcomes, but also for scaling capability, establishing operational rigor, and influencing cross-functional strategy execution.

This role reports to the Director, Enterprise Customer Success Management and plays a critical role in achieving Autodesk’s customer value, adoption, growth, and sentiment goals across the ADMEO Named Accounts segment.

Autodesk offers a flexible working environment; this role is hybrid.

Responsibilities

Customer Outcomes & Value Leadership

• Own customer outcome achievement across a strategic enterprise portfolio, ensuring Success Plans are outcome-driven, aligned to customer business initiatives, and measurable through adoption and value realization.
• Ensure CSMs operate at the account-based archetype level, driving executive-level engagement, long-term value realization, and growth.
• Act as an executive escalation point for complex or high-risk customer scenarios, guiding strategy and decision-making without replacing CSM ownership.
• Coach teams to accelerate adoption growth and customer value realization tied to Autodesk’s enterprise solutions.

People Leadership & Capability Development

• Lead, coach, and develop a team of senior Enterprise CSMs, with accountability for performance, engagement, retention, and capability progression.
• Apply rigorous, consistent performance management, including clear expectations, differentiated coaching, and timely feedback aligned to impact and outcomes.
• Coach against demonstrated behaviors and capabilities aligned to the CSM Archetype framework, supporting fair calibration and talent discussions.
• Build succession plans and internal mobility pathways, strengthening bench strength across CSM, Senior CSM, and adjacent CSA roles.

Manager Excellence & Business Reviews

• Establish and sustain a regular cadence of structured, outcome-focused reviews, including:
  • Portfolio reviews (account health, risk, and strategy)
  • Success plan reviews (quality, value definition, and program management)
  • Adoption reviews
  • Targeted risk and recovery sessions
• Ensure reviews emphasize impact over activity, result in clear decisions and follow-ups, and reinforce accountability for both Managers and CSMs.
• Confidently measure success using qualitative and quantitative signals and help CSMs prioritize effort toward the highest impact outcomes.

Operational Excellence & Scale

• Drive operational rigor through consistent success planning standards, clear engagement models, and predictable operating rhythms.
• Partner cross-functionally with Sales, Technical Sales, Services, and other stakeholders to ensure clear role boundaries, effective handoffs, and scalable delivery models.
• Use data, insights, and customer signals to inform prioritization, coaching, and continuous improvement at a portfolio and team level.

Strategy, Influence & Cross-Functional Leadership

• Partner with senior leaders to translate Customer Success strategy into execution for the ADMEO Named Accounts segment.
• Influence Sales, Product, and Services teams using customer insights to improve customer outcomes, experience, and retention.
• Contribute to the evolution of Customer Success motions, KPIs, role clarity, and operating models.

Success Measures

• Customer outcomes and value achieved at scale across enterprise accounts
• Adoption growth, proactive risk management, and retention within the portfolio
• Demonstrated uplift in CSM capability maturity and effectiveness
• Strong performance management, succession planning, and internal talent progression
• Clear CSM archetype alignment and consistent execution of enterprise success motions

Minimum Qualifications

• 5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing function
• 3+ years of people leadership experience, including leading senior individual contributors
• Proven ability to coach teams toward outcome- and value-based enterprise customer engagements
• Strong business acumen with comfort measuring success through data, adoption, and customer value signals
• Ability to lead through ambiguity and change in a complex, matrixed environment
• Excellent executive-level communication and stakeholder management skills
• Demonstrated ability to influence cross-functional partners without direct authority

Preferred Qualifications

• Experience leading Enterprise Customer Success teams in a SaaS or recurring revenue business
• Familiarity with industries under the ADMEO umbrella (Automotive, Design & Manufacturing, Media & Entertainment)
• Experience operationalizing capability frameworks, structured review cadences, and performance management models
• Proficiency with Salesforce, Gainsight, and Customer Success methodologies
• Experience managing Named or Strategic enterprise accounts

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

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Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

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