Senior Manager, Enterprise Customer Success

Autodesk · Tokyo

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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.
 

Responsibilities

Lead and Develop a High-Performing Customer Success Team

• Hire, mentor, coach, and develop a team of Enterprise Customer Success Managers

• Foster a culture of accountability, collaboration, continuous learning, and customer obsession

• Drive adoption of Customer Success best practices and continuous improvement initiatives

• Support team members in developing customer engagement strategies and success plans

• Create an environment where customer outcomes and business impact are at the center of decision-making
   

Drive Customer Outcomes and Business Value

• Partner closely with Customer Success Managers to support strategic customer engagements and critical escalations

• Build and maintain trusted relationships with executive stakeholders across enterprise customer organizations

• Help customers achieve measurable business outcomes through successful adoption of Autodesk solutions

• Lead executive business reviews and strategic customer conversations

• Drive customer retention, satisfaction, expansion, and long-term partnership growth
   

Understand Customer Business Challenges and Deliver Strategic Value

• Develop a deep understanding of customer business priorities, operational challenges, and transformation initiatives

• Align Autodesk solutions to customer business objectives and desired outcomes

• Provide strategic guidance on digital transformation, process improvement, and technology adoption

• Identify opportunities to increase customer value realization and accelerate business impact
   

Collaborate Across the Business

• Partner with Sales, Technical Sales, Technical Support, Consulting, and Partner organizations to drive customer success

• Identify risks and growth opportunities across the customer portfolio and develop proactive action plans

• Monitor customer health, adoption, retention, and value metrics

• Provide business insights and recommendations to leadership teams

• Collaborate with APAC and global teams to share best practices and drive consistency across the Customer Success organization
   

Minimum Qualifications

• Experience in Enterprise Customer Success, Strategic Account Management, Consulting, or other customer-facing leadership roles

• Proven people management experience leading customer-facing teams

• Demonstrated success managing executive-level customer relationships within enterprise organizations

• Strong business acumen with the ability to understand customer business objectives and drive strategic conversations

• Proven ability to coach, develop, and inspire high-performing teams

• Excellent problem-solving, stakeholder management, and communication skills

• Fluent business-level English and Japanese communication skills, both written and verbal

• Experience working in a global and matrixed environment
   

Preferred Qualifications

• Leadership experience within a SaaS or subscription-based business

• Experience in the Architecture, Engineering & Construction (AEC) industry, or supporting AEC customers

• Understanding of Design & Manufacturing (D&M) industries and workflows

• Experience supporting digital transformation, BIM, construction technology, engineering technology, or related initiatives

• Familiarity with Autodesk solutions or comparable industry platforms

• Experience 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 team

• Passionate about customer success and business outcomes

• Comfortable engaging with both executive stakeholders and operational teams

• Able to translate business challenges into technology-enabled solutions

• Skilled at coaching and developing Customer Success professionals

• Effective at navigating complexity and influencing across multiple stakeholders

• Motivated by the belief that when our customers succeed, we succeed

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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!

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