Senior Customer Success Manager (AECO)

About this role.

This Senior Customer Success Manager role at Autodesk focuses on driving long-term success for enterprise customers with Business Agreements. The CSM acts as a single point of contact, managing post-sale account relationships, strategic planning, and adoption of Autodesk solutions. The role requires industry knowledge in architecture, engineering, and construction (AECO), along with strong communication and project management skills. This position offers an opportunity to work with large complex customers in a dynamic, collaborative environment. Success in this role demands proactive risk mitigation, cross-functional coordination, and executive-level influence.

Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

Job Complexity

3/5### Pace & Pressure

4/5### Autonomy Level

4/5### Communication Load

5/5AI insightThe role requires 5+ years of experience with large enterprise customers and strategic account management, but the structured support from Autodesk's systems and teams keeps the difficulty at a moderate level.

Salary analysis

Estimated compensation compared with the broader US market for similar roles.

$125,000

$100k–$150k

AI insightNo salary information was provided in the job listing. The estimated median salary of $125,000 is based on market data for a Senior Customer Success Manager in the US, which ranges from $100,000 to $150,000. This is competitive for roles requiring similar experience and strategic responsibilities.

Core skills

Skills and capabilities most closely associated with this opportunity.

Cover letter sample

Dear Hiring Manager,

I am excited to apply for the Senior Customer Success Manager position at Autodesk. With over 5 years of experience managing large enterprise accounts and a deep background in the AECO industry, I am confident in my ability to drive customer value and adoption of Autodesk solutions.

In my previous role, I successfully led strategic success planning and cross-functional teams to deliver measurable outcomes for clients. My strong communication skills enable me to articulate complex ideas to diverse stakeholders and build lasting relationships.

I am particularly drawn to Autodesk's mission of helping innovators turn ideas into reality, and I share your commitment to fostering a culture of belonging. I look forward to the opportunity to contribute to your team and help customers achieve their business goals.

Sincerely,

[Your Name]

Sample interview questions

Describe a time you managed a complex customer situation that required coordination across multiple internal teams. How did you ensure alignment and deliver value?

In a previous role, I led a cross-functional team to address a customer's declining adoption. I organized weekly syncs with product, support, and sales teams, created a shared success plan, and tracked milestones. This collaboration increased adoption by 20% within three months.

How do you prioritize multiple enterprise accounts when each has urgent needs?

I use a risk-based prioritization framework, focusing on accounts with the highest churn risk or revenue impact. I also set clear expectations with customers on response times and leverage internal resources to ensure no account is neglected.

Can you give an example of how you've influenced a customer to adopt a new feature or product?

I identified that a customer's workflow could be optimized by our new analytics tool. I built a business case showing ROI, provided a demo, and offered a trial period. The customer adopted it and saw a 15% efficiency gain.

How do you build trust with executive-level stakeholders in complex organizations?

I start by understanding their strategic goals and pain points through discovery sessions. I then provide regular, data-driven business reviews that demonstrate clear alignment with their objectives. By being transparent and proactive, I establish credibility and trust.

What strategies do you use to proactively identify and mitigate customer churn risks?

I monitor product usage data, support ticket trends, and conduct regular health checks. If I see declining engagement, I reach out to understand the root cause and offer tailored training or consulting. Early intervention has helped me maintain 95% retention rates.

Job Requisition ID #

26WD98771

Position Overview

The Autodesk Senior Customer Success Manager (CSM) helps Autodesk’s customers with Enterprise Business Agreements drive long-term success by executing an array of services to accelerate customer business goals and drive adoption. Acting as the single point of contact for Autodesk teams and key customer sponsors within EBA accounts, the CSM drives post-sale account management and customer relationship development while providing strategic advisory services and coordinating support to maximize a customer’s return on investment in Autodesk solutions. The CSM utilizes a combination of industry (AECO) knowledge, business strategy expertise, product knowledge and account management experience to help Autodesk’s customers innovate more quickly and gain a competitive advantage in the marketplace.

Responsibilities

• Conduct collaborative success planning engagements to understand customers’ strategic business initiatives and build out a customer success plan
• Mobilize a cross-functional team to execute success plans, make progress against customer’s strategic business initiatives, and drive adoption of Autodesk products
• Develop and deliver business reviews for diverse stakeholders, adeptly communicating the progress and tracking value against the success plan
• Proactively identify and mitigate risks to customer sentiment and value delivery, developing contingency plans and escalate critical issues with clear recommendations
• Builds and maintains deep customer relationships

Minimum Qualifications

• 5+ years in customer facing roles working with large complex customers
• Ability to operate in a dynamic environment, which means multitasking as priorities evolve
• Collaborates and coordinates across multiple stakeholders
• Program or Project Management skills
• Customer Empathy & Customer Mindset
• Strong communication skills and can articulate complex ideas across diverse audiences
• Ability to influence across teams
• Industry (architecture, engineering, and/or construction) experience

Preferred qualifications

• Curiosity to continually learn
• Background in customer facing roles including account management, customer support, project management, customer success, or sales
• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
• Proactive and takes accountability within their book of business
• Ability to adapt to change
• Build rapport and understand diverse perspectives within the account team to foster deep trust and a collaborative environment
• Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in

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Learn More

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!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

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