Customer Support Manager

Position Overview

Autodesk’s Customer Technical Support (CTS) organization is driven by customer‑focused, solutions‑oriented professionals who thrive in a fast‑changing digital world. The Digital Support team delivers scalable, high‑quality support experiences across Autodesk products through operational excellence, digital engagement, and rapid service delivery. The Customer Support Manager reports to the Sr. Manager of Global Tier I Digital Support and leads regional Customer Support Associate Managers and Team Leads who oversee teams of Customer Support Associates and Sr.

Customer Support Associates.

The Customer Support Manager will drive excellence, cross‑functional alignment, and continuous improvement initiatives that elevate both customer experience and business outcomes. This leader will operate with a “think global, act local” mindset‑balancing regional needs with globally aligned processes, standards, and customer experiences.

• Manage and develop high‑performing Customer Support leaders and professionals by translating organizational priorities into scalable team execution plans and measurable outcomes that consistently deliver against team, department, and business KPIs.
• 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.

• 8+ years of experience leading customer support, customer success, or technical support teams with a demonstrated track record of operational and people leadership success.
• Experience successfully managing managers, team leads, and/or senior‑level (advanced/expert) individual contributors preferred.
• 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 areas of opportunity for which procedures are not established and for which approaches must be defined and/or…