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About the role
- Manager of Scaled Customer Success role focusing on customer engagement in Japan and Korea with a strategic leadership approach. Driving satisfaction, growth, and retention for Autodesk products.
Responsibilities
- Hire, manage, mentor, coach, and develop a team of Customer Success Advisors in Korea and Japan
- Guide the team as they engage directly with customers through customer nurturing & planning interactions, data-driven triggered actions and reacting to inbound customer-initiated triggers
- Partner with leaders of Sales, Renewals, Technical Sales, the Channel Partner ecosystem, Technical Support, Client Services, and others to drive customer success motions and impact customer value, risk mitigation, activation, usage and growth
- Build and refine reporting processes as part of continuous improvement efforts
- Ensure CRM tools and Autodesk methodologies are leveraged to process and track onboarding and adoption
- Be the voice and advocate for Scaled CS in Japan & Korea Leadership discussions and collaborate with the respective Leadership Team to ensure that the CSAs have the local support to drive successful customer engagement
- Encourage innovation by exchanging new ideas to improve operational efficiency within Customer Success and supporting organizations as well as coming up with digital customer success motions to enhance customer coverage
- Determine team measurement and rewards, and regularly report on team and individual contributor results to senior leadership
- Establish best practices, tool usage, and consistent reporting to track team KPIs
Requirements
- 10+ years of experience in Customer Success, Account Management, Sales and/or Marketing
- At least 3 years of people management experience with proven leadership expertise
- Coaching and mentorship skills
- Ability to prioritize, assign, and delegate tasks
- Expertise in change management
- Strong collaboration and coordination skills across multiple stakeholders
- Experience in creating and implementing customer success strategies
- Excellent communication and interpersonal skills
- Proven track record of driving customer satisfaction and retention
- Analytical mindset with the ability to interpret data and drive decision-making
- Have business level proficiency in both Japanese and English written and spoken
Benefits
- Annual cash bonuses
- Comprehensive benefits package
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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