Principal Customer Success Strategist

25WD86572

Position Overview:

As the Principal Customer Success Strategist at Autodesk, you will lead development of the strategic vision for Autodesk’s Customer Success organization. You will be responsible for creating and tailoring strategies that enhance customer satisfaction, retention, and growth. Additionally, you will be responsible for defining, monitoring, and analyzing customer success metrics to inform strategy development and identify areas of improvement. You will collaborate with cross-functional teams across Sales, Product, and Marketing to develop an exceptional end-to-end customer journey.
Key Responsibilities: What You Will Do:
• Develop and execute the overall Autodesk customer success strategy across all of Autodesk’s solutions that aligns with Autodesk’s overall business goals and ensure long-term customer satisfaction, loyalty, and retention
• Develop tailored engagement and success plans for different customer segments, industries, and regions based on their specific needs and usage patterns
• Drive and manage the creation of standardized processes and best practices for the Customer Success team to follow to ensure consistency and efficiency in customer interaction
• Regularly review key performance indicators (KPIs) such as customer health metrics, customer lifetime value (CLTV), net promoter score (NPS), and customer satisfaction score (CSAT) and implement strategies to improve customer health and reduce churn
• Collaborate with Sales, Product Development, and Marketing teams to facilitate cross-functional initiatives and develop a seamless customer journey from onboarding to renewal
Minimum Qualifications
• Proven track record of developing customer success strategies to exceed customer satisfaction and retention at global SaaS companies
• Deep understanding of managing the customer lifecycle from acquisition to renewal to ensure a seamless and value-driven experience
• Expertise in mapping out the entire customer journey, identifying key touchpoints and optimizing each stage for maximum customer satisfaction
• Demonstrated ability to tailor and customize customer success strategies to the unique needs and challenges of different customer segments, industry verticals, and regions
• Strong experience in conducting market research to gather insights into industry trends, customer needs, and competitive landscape to inform and enhance customer success strategies
• Strong ability to develop standardized processes and best practices for the overall Customer Success organization
• Excellent written and verbal communication skills with the ability to convey complex information clearly and effectively to diverse audiences
• Analytical and problem-solving skills to analyze customer success metrics and identify trends, opportunities, and areas for improvement
• Project management skills with the ability to manage multiple projects simultaneously and deliver results on time
• Proficient in leveraging CRM platforms such as Salesforce or HubSpot to manage and analyze customer interactions and data throughout the customer lifecycle

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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $138,200 and $223,630. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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