Senior Manager, Enterprise Customer Success

Job Requisition ID #26WD99315募集職種概要 Autodeskでは、日本のエンタープライズ顧客を担当するCustomer Success Manager（CSM）チームを率いるSenior Manager, Enterprise Customer Successを募集しています。本ポジションはCustomer Success Leaderに直接レポートし、日本市場における顧客価値創出、利用定着、契約更新、ビジネス成長を推進するCustomer Success組織のリーダーとして活躍いただきます。担当チームは主にAEC（Architecture, Engineering & Construction）業界のお客様を支援していますが、一部Design & Manufacturing（D&M）業界のお客様も担当しています。このポジションには、組織を率いるリーダーシップと、お客様の成功を実現する現場力の両方が求められます。Customer Success Managerの育成だけでなく、重要な顧客との対話や課題解決にも主体的に関与していただきます。Customer Success Managerと共に顧客に向き合い、複雑なビジネス課題の解決や価値創出をリードできる「Player-Coach型」のリーダーです。お客様の経営課題や事業戦略を深く理解し、エグゼクティブレベルのステークホルダーとの信頼関係を構築しながら、Autodeskソリューションを通じたビジネス成果の実現を支援していただきます。また、日本国内のチームを率いるだけでなく、APACおよびグローバルのCustomer Success、Sales、Technical Sales、Supportなどの関係部門と連携しながら、お客様の成功とAutodeskの成長を推進していただきます。主な業務内容Customer SuccessチームのリーダーシップEnterprise Customer Success Managerチームの採用、育成、コーチング、評価高い成果を生み出すチームカルチャーの構築メンバーのキャリア開発およびパフォーマンス向上支援Customer Successのベストプラクティスの浸透と継続的改善の推進顧客成果を中心としたチーム運営および組織強化 顧客価値創出とビジネス成果の実現戦略的重要顧客とのエグゼクティブレベルでの関係構築Customer Success Managerと連携した顧客課題解決の推進顧客の事業目標に基づくCustomer Success戦略の策定と実行利用定着、顧客満足度向上、契約更新および利用拡大の推進エスカレーション案件や重要顧客案件へのリーダーシップ提供 ビジネス課題への理解と提案顧客の事業戦略、業務プロセス、経営課題の理解顧客の成功指標に基づいた価値提案の推進Autodeskソリューションを活用した業務改善・デジタル変革支援業界動向や市場変化を踏まえた戦略的アドバイザリーの提供 クロスファンクショナルな連携Sales、Technical Sales、Technical Support、Consulting、Partnerチームとの連携顧客リスクや成長機会の特定および対応計画の策定顧客利用状況やビジネス成果に関する分析とレポーティングAPACおよびグローバルチームとの連携によるベストプラクティスの展開 応募資格（必須）Enterprise Customer Success、Strategic Account Management、Consulting、または関連する顧客対応領域での経験Customer Successまたは顧客対応組織におけるPeople Management経験エンタープライズ顧客との長期的な関係構築および経営層との折衝経験顧客のビジネス課題を理解し、成果につながる解決策を導いた経験チームメンバーの育成・コーチングを通じて成果を創出した経験優れた問題解決能力およびステークホルダーマネジメント能力日本語および英語での高いコミュニケーション能力（読み書き・会話ともに必須）グローバル環境での業務経験、またはグローバルチームとの協業経験 歓迎する経験・スキルSaaS企業におけるCustomer Success Leadership経験AEC（建築・エンジニアリング・建設）業界での業務経験、または同業界顧客への支援経験、Design & Manufacturing業界への知見などBIM、建設DX、デジタル変革プロジェクトに関する経験Autodesk製品または関連ソリューションへの理解顧客利用状況、価値実現、契約更新などの指標を活用したデータドリブンな組織運営経験 このポジションで活躍する方お客様の成功に強いオーナーシップを持てる方チームを率いるだけでなく、自ら顧客課題の解決に入り込める方Customer Successをビジネス成果を創出する戦略的な役割だと考えている方顧客の経営層と対話しながら信頼関係を構築できる方ビジネス課題とテクノロジーを結び付けて考えられる方グローバル環境での協業を楽しめる方「お客様の成功が私たちの成功につながる」という考え方に共感できる方Position Overview Autodesk is seeking an experienced and customer-focused Manager, Customer Success to lead a team of Enterprise Customer Success Managers supporting strategic customers across Japan. Reporting directly to the Customer Success Leader, this role is responsible for driving customer value realization, adoption, retention, and growth across a portfolio of enterprise customers. The team primarily supports customers in the Architecture, Engineering & Construction (AEC) industry, while also partnering with customers in the Design & Manufacturing (D&M) sector. This is not a traditional people management role. We are looking for a hands-on, player-coach leader who is passionate about customer outcomes and willing to work side-by-side with Customer Success Managers to solve complex customer challenges, drive business value, and strengthen strategic customer relationships. The ideal candidate combines strong leadership capabilities with business acumen, executive presence, and the ability to understand customer objectives and connect them to Autodesk solutions. You will serve as both a coach to your team and a trusted advisor to customers, helping them achieve measurable business outcomes through their investment in Autodesk. Success in this role requires close collaboration across Customer Success, Sales, Technical Sales, Technical Support, Consulting, and Partner teams, as well as strong engagement with APAC and global stakeholders. ResponsibilitiesLead and Develop a High-Performing Customer Success TeamHire, mentor, coach, and develop a team of Enterprise Customer Success ManagersFoster a culture of accountability, collaboration, continuous learning, and customer obsessionDrive adoption of Customer Success best practices and continuous improvement initiativesSupport team members in developing customer engagement strategies and success plansCreate an environment where customer outcomes and business impact are at the center of decision-making Drive Customer Outcomes and Business ValuePartner closely with Customer Success Managers to support strategic customer engagements and critical escalationsBuild and maintain trusted relationships with executive stakeholders across enterprise customer organizationsHelp customers achieve measurable business outcomes through successful adoption of Autodesk solutionsLead executive business reviews and strategic customer conversationsDrive customer retention, satisfaction, expansion, and long-term partnership growth Understand Customer Business Challenges and Deliver Strategic ValueDevelop a deep understanding of customer business priorities, operational challenges, and transformation initiativesAlign Autodesk solutions to customer business objectives and desired outcomesProvide strategic guidance on digital transformation, process improvement, and technology adoptionIdentify opportunities to increase customer value realization and accelerate business impact Collaborate Across the BusinessPartner with Sales, Technical Sales, Technical Support, Consulting, and Partner organizations to drive customer successIdentify risks and growth opportunities across the customer portfolio and develop proactive action plansMonitor customer health, adoption, retention, and value metricsProvide business insights and recommendations to leadership teamsCollaborate with APAC and global teams to share best practices and drive consistency across the Customer Success organization Minimum QualificationsExperience in Enterprise Customer Success, Strategic Account Management, Consulting, or other customer-facing leadership rolesProven people management experience leading customer-facing teamsDemonstrated success managing executive-level customer relationships within enterprise organizationsStrong business acumen with the ability to understand customer business objectives and drive strategic conversationsProven ability to coach, develop, and inspire high-performing teamsExcellent problem-solving, stakeholder management, and communication skillsFluent business-level English and Japanese communication skills, both written and verbalExperience working in a global and matrixed environment Preferred QualificationsLeadership experience within a SaaS or subscription-based businessExperience in the Architecture, Engineering & Construction (AEC) industry, or supporting AEC customersUnderstanding of Design & Manufacturing (D&M) industries and workflowsExperience supporting digital transformation, BIM, construction technology, engineering technology, or related initiativesFamiliarity with Autodesk solutions or comparable industry platformsExperience leveraging customer success metrics such as adoption, retention, customer health, business value realization, and expansion growth to drive business decisions​The Ideal Candidate A leader who is willing to roll up their sleeves and work alongside the teamPassionate about customer success and business outcomesComfortable engaging with both executive stakeholders and operational teamsAble to translate business challenges into technology-enabled solutionsSkilled at coaching and developing Customer Success professionalsEffective at navigating complexity and influencing across multiple stakeholdersMotivated by the belief that when our customers succeed, we succeed#LI-JA1Learn MoreAbout AutodeskWelcome 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 transparencySalary 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.BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).