Customer Success Manager, Forma

We’re looking for a strategic Forma Customer Success Manager (CSM) to support our Emerging Business / Mid-Market segment, high-growth customers with significant expansion potential. In this role, you will act as a trusted advisor, helping customers achieve their business outcomes while driving adoption, retention, and long-term growth.

26WD102013

We’re looking for a strategic Forma Customer Success Manager (CSM) to support our Emerging Business / Mid-Market segment, high-growth customers with significant expansion potential. In this role, you will act as a trusted advisor, helping customers achieve their business outcomes while driving adoption, retention, and long-term growth.

Focuses on onboarding new customers, accelerating time to value, and ensuring adoption of Forma Cloud. This is a strategic role at scale, combining data-driven insights, proactive engagement, and targeted relationship management to maximise impact across a broad portfolio.

This will be a remote position.

Strategic Customer Partnership:

• Develop a deep understanding of customer goals, priorities, and success criteria
• Create and execute success plans aligned to customer business outcomes
• Act as a trusted advisor, guiding customers on best practices and long-term strategy

• Manage a portfolio of mid-market/emerging customers using a hybrid of tech-touch and targeted high-value interactions
• Prioritize accounts based on growth potential, risk, and strategic importance

• Drive meaningful product adoption tied to customer KPIs and business outcomes
• Use data and insights to deliver proactive, outcome-oriented recommendations

• Identify and influence expansion opportunities within accounts
• Contribute to pipeline through strategic account planning

• Monitor customer health and engagement signals to proactively mitigate churn risk
• Lead renewal strategies for key accounts within the segment

• Synthesize trends and insights from the emerging/mid-market segment
• Influence Product, Marketing, and Go-To-Market strategies

• Have 5+ years of experience in a customer facing, B2B role (Customer Success, Account Management, or similar)
• Have a 4-year degree or equivalent experience
• Can travel up to 25% for in-person customer engagements and internal meetings
• Have the intellectual curiosity to continually learn about your customers, their industry, their competitive landscape, and Autodesk’s offerings
• Have capacity for running discovery discussions, with the ability to learn and understand the AEC (Architecture, Engineering, and Construction) industry - one of the largest, and most complex industries out there
• Are resilient as your customers’ and Autodesk’s priorities evolve
• Are passionate about solving customer problems and make decisions with a customer-first mindset
• Take accountability for value delivery within your book of business to ensure customers maximize their ROI with Autodesk
• Build strong rapport and understand diverse perspectives within the account team to foster deep trust and a collaborative environment
• Address conflict and misalignment constructively, prioritizing solutions and relationships
• Demonstrate executive presence and excellent communication skills, and can articulate complex ideas with clarity to diverse audiences
• Can interpret difficult situations and help provide solutions for resolution
• Are comfortable exceeding target goals by maintaining a high customer retention rate, coordinating cross functionally with sales to ensure renewals and identify expansion opportunities