ECSM Manager

Position Overview

Do you have a customer-first mindset and a passion for developing high-performing teams that deliver measurable business outcomes? Are you energized by leading senior Customer Success talent and shaping how Enterprise customers realize value at scale?

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We are seeking a Manager, Enterprise Customer Success to lead a team of Enterprise Customer Success Managers supporting Named Accounts across industries under the ADMEO umbrella — Automotive, Design & Manufacturing, Media Owners, and Core Media & Entertainment in AMER.

This is a leadership role, responsible for managing senior, enterprise-facing individual contributors operating in complex, account-based environments. The Manager is accountable not only for team performance and customer outcomes, but also for scaling capability, establishing operational rigor, and influencing cross-functional strategy execution.

This role reports to the Director, Enterprise Customer Success Management and plays a critical role in achieving Autodesk’s customer value, adoption, growth, and sentiment goals across the ADMEO Named Accounts segment.

Autodesk offers a flexible working environment; this role is hybrid.

• Customer Outcomes & Value Leadership
  • Own customer outcome achievement across a strategic enterprise portfolio, ensuring Success Plans are outcome-driven, aligned to customer business initiatives, and measurable through adoption and value realization.
  • Ensure CSMs operate at the account-based archetype level, driving executive-level engagement, long-term value realization, and growth.
  • Act as an executive escalation point for complex or high-risk customer scenarios, guiding strategy and decision-making without replacing CSM ownership.
  • Coach teams to accelerate adoption growth and customer value realization tied to Autodesk’s enterprise solutions.
• People Leadership & Capability Development
  • Lead, coach, and develop a team of senior Enterprise CSMs, with accountability for performance, engagement, retention, and capability progression.
  • Apply rigorous, consistent performance management, including clear expectations, differentiated coaching, and timely feedback aligned to impact and outcomes.
  • Coach against demonstrated behaviors and capabilities aligned to the CSM Archetype framework, supporting fair calibration and talent discussions.
  • Build succession plans and internal mobility pathways, strengthening bench strength across CSM, Senior CSM, and adjacent CSA roles.
• Manager Excellence & Business Reviews
  • Establish and sustain a regular cadence of structured, outcome-focused reviews, including:
    • Portfolio reviews (account health, risk, and strategy)
    • Success plan reviews (quality, value definition, and program management)
    • Adoption reviews
    • Targeted risk and recovery sessions
  • Ensure reviews emphasize impact over activity, result in clear decisions and follow-ups, and reinforce accountability for both Managers and CSMs.
  • Confidently measure success using qualitative and quantitative signals and help CSMs prioritize effort toward the highest impact outcomes.
• Operational Excellence & Scale
  • Drive operational rigor through consistent success planning standards, clear engagement models, and predictable operating rhythms.
  • Partner cross-functionally with Sales, Technical Sales, Services, and other stakeholders to ensure clear role boundaries, effective handoffs, and scalable delivery models.
  • Use data, insights, and customer signals to inform prioritization, coaching, and continuous improvement at a portfolio and team level.
• Strategy, Influence & Cross-Functional Leadership
  • Partner with senior leaders to translate Customer Success strategy into execution for the ADMEO Named Accounts segment.
  • Influence Sales, Product, and Services teams using customer insights to improve customer outcomes, experience, and retention.
  • Contribute to the evolution of Customer Success motions, KPIs, role clarity, and operating models.
• Success Measures
  • Customer outcomes and value achieved at scale across enterprise accounts
  • Adoption growth, proactive risk management, and retention within the portfolio
  • Demonstrated uplift in CSM capability maturity and effectiveness
  • Strong…