ECSM Manager

** Job

Requisition  #*
* 26WD95382

** 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…