Customer Success Manager, Public Sector India

Job Description

Position Overview

We are looking for a Customer Success Manager who can play a pivotal role in driving the success of our selected customers, specifically in the Public Sector, by overseeing how they are onboarded with Autodesk products and solutions, expanding their impact, and strengthening the partnership we have with government entities and industry governing bodies to shape the transformation of Indias various industries, including Architecture,  Engineering, Construction, Manufacturing, and key industries where Autodesk has a market presence.

In this role, you will manage your own portfolio of customers, primarily in the Public Sector, working directly with them to co-create and execute a tailored Success Plan that ensures they derive measurable business value and impact. Additionally, you will leverage data-driven insights and execute proactive outreach, addressing potential risks such as low partnership health, low product usage, or customer churn, ensuring long-term success, retention, and partnership growth.

You will collaborate within an ecosystem that includes the Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, and Client Services to ensure the success of an assigned set of accounts.

Autodesk offers a flexible working environment, with this role based in Bangalore, India. Although we will prioritize candidates based in Bangalore, we may consider candidates based in other cities in India if the skill sets match.

Autodesk's goal to strengthen our partnership with the Public Sector in India

To strengthen our ongoing partnership with government entities and governing bodies in India, Autodesk has made significant investment into various customer-facing roles in Sales, Technical Sales, and Renewals functions, and you will be the very first Customer Success Manager, ensuring the success of our existing customers.

We are looking for a candidate who loves accepting new challenges and who can define their own success, processes, and operations, since this is a brand-new segment Autodesk is stepping into.

Responsibilities

• Ensure that the assigned set of Public Sector customers maximizes their ROI (Return on Investment) from their partnership with Autodesk.
• Through our partnership with the Public Sector customers, make a positive and sustainable impact on the various industries in India
• Co-create and execute a tailored Success Plan with assigned customers, aligning on their mission-critical priorities, key initiatives, and adoption plans for Autodesk solutions, while driving specific actions to ensure success - aimed at helping customers achieve their desired business outcomes.
• Be the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for various actions.
• Co-document the business value each customer is achieving through Autodesk solutions, capturing these as value stories to demonstrate measurable outcomes and success.
• Assist customers by providing guidance and resources to support onboarding new solutions, identifying and assisting at-risk customers with low product adoption to help them fully utilize the products and services they've invested in, reducing churn risk.
• Partner with Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, Client Services, and others to drive customer success motions.
• Participate in regular Account Planning sessions with Sales and Technical Sales teams, identifying targeted accounts to drive success planning activities, engagement strategies, and establish business outcome alignment.
• Monitor customer usage data and other health indicators and translate these into strategies for success, in collaboration with Channel Partners and internal Sales teams.
• Engage confidently with all levels and personas within customer organizations, including contract management, IT administration, end-users, mid-management, and government leadership/decision-makers.
• Throughout the lifecycle, identify opportunities for expanding the business relationship and support the Sales team and Channel Partners in pursuing expansion opportunities.
• Host and invite the right stakeholders to various government and industry events.

Minimum Qualification

• Experience in working for or working with the Public Sector - government entities, industry governing bodies - in driving digital transformation, technology adoption, or providing consultancy is highly preferred.
• Architecture, Engineering, Construction, or Manufacturing industry experience and related digital solutions Sales and Customer Success experience highly preferred.
• Experience in the SaaS industry.

The Ideal Candidate

• 5+ years of customer-facing roles in Business Development, Sales, Customer Success, or Business Consulting.
• Demonstrated ability to lead, discover, and uncover the customer's business challenges.
• Experience working for or working with entities with complex structures and various stakeholders.
• Excellent executive and business-level communication skills.
• Customer empathy & customer-first mindset.
• Ability to prioritize multiple complex tasks.
• Collaboration and coordination across multiple internal and external stakeholders.
• Willing to try and define new operating models, processes, and best practices.