Customer Support Manager

Autodesk is a company that creates software for various industries, helping innovators turn their ideas into reality. They are seeking a Customer Support Manager to lead and develop a team of Customer Support professionals, driving operational excellence and customer experience in a digital environment.

Responsibilities:

• Manage and develop high-performing Customer Support leaders and professionals by developing and translating organizational priorities into scalable team execution plans and measurable outcomes that consistently deliver against team, department, and business KPIs, including Autodesk’s “what” (business results) and “how” (leadership behaviors and values) expectations
• Hire, onboard, and develop managers and individual contributors while building leadership capability, succession readiness, and growth opportunities across the organization as the business and team structures continue to evolve
• Drive customer excellence through strong leadership, accountability, coaching, and performance management while continuously evolving team expectations, service models, and support strategies to meet changing business and customer demands
• Create an environment of continuous improvement by leading strategic and operational initiatives focused on digital transformation, operational scalability, automation, AI-enabled support experiences, and evolving support models that elevate customer experiences, improve efficiency, and drive scalable processes, consistency, collaboration, and organizational maturity across teams and regions
• Lead through influence across GEOs and cross-functional organizations to drive globally aligned strategies while balancing regional business needs with a “think global, act local” mindset
• Partner closely with leaders across Customer Success, Adoption, Product, Engineering, Operations, and other business functions to represent the Voice of the Customer by identifying trends, risks, operational gaps, and emerging customer expectations, translating insights into actionable improvements that drive customer outcomes, scalable support experiences, and business impact
• Effectively navigate ambiguity, shifting priorities, and evolving business expectations while making sound decisions that can be clearly articulated across diverse stakeholder groups and levels of leadership/employees
• Support organizational readiness for product changes, feature launches, cross-training opportunities, escalations, incidents, and new business priorities through proactive planning, communication, and cross-functional coordination
• Operate with a balance of strategic leadership and operational execution — willing to engage in tactical problem-solving when needed while primarily elevating leaders and teams to independently drive results and business impact
• Foster a globally aligned, customer-focused culture centered on accountability, inclusion, innovation, adaptability, and continuous learning while building trusted relationships and demonstrating professionalism, resilience, sound judgment, and executive presence across teams, GEOs, and stakeholder groups

Requirements:

• 8+ years of experience leading customer support, customer success, or technical support teams with a demonstrated track record of operational and people leadership success
• Proven ability to influence across teams, GEOs, and stakeholder groups to drive alignment and business outcomes
• Strong understanding of customer support operations, digital support strategies, and customer experience expectations in SaaS or technology environments
• Successful experience driving operational improvements, process optimization, automation, and scalable service delivery. Has been successful suggesting area of opportunity for which procedures are not established and for which approaches must be defined and/or adapted significantly, leading the outcome where appropriate
• Strong communication, collaboration, and stakeholder management skills with the ability to navigate ambiguity and evolving priorities
• Demonstrated ability to think strategically while executing effectively in fast-paced, highly dynamic environments
• Strong analytical, problem-solving, and decision-making capabilities
• High emotional intelligence with the ability to coach, motivate, and develop teams while effectively managing escalated situations
• Adaptable, resourceful, and resilient with a continuous improvement mindset and passion for innovation
• Travel is expected based on business needs
• Experience successfully managing managers, team leads, and/or senior-level (advanced/expert) individual contributors
• Experience working across global organizations or multiple GEOs