Customer Success Manager - Public Sector

Autodesk; Bengaluru; On-site; INR 6,75,000 - 9,00,000; Full time

Job summary

A leading technology company in Bengaluru, India, is seeking a Customer Success Manager to oversee customer onboarding and collaboration with government entities in the Public Sector. This role involves managing a portfolio of customers to ensure successful technology adoption and partnership growth, requiring strong communication and customer-oriented skills. Candidates should have 5+ years in customer-facing roles, preferably within the SaaS industry.

Benefits

Flexible working environment

Comprehensive benefits package

Qualifications

• 5+ years of experience in customer-facing roles.
• Experience working with government entities.
• Demonstrated ability to uncover customer business challenges.

Responsibilities

• Manage a portfolio of Public Sector customers to maximize ROI.
• Co-create Success Plans with customers.
• Monitor customer usage data and translate into success strategies.

Skills

Customer empathy

Excellent communication skills

Collaboration

Ability to prioritize tasks

Education

Experience in Customer Success or Business Development

SaaS industry experience

Job description

Overview

Job Requisition ID # 25WD91137

Position Overview

We are looking for a Customer Success Manager who can play a pivotal role in driving the success of our selected customers, specifically in the Public Sector, by overseeing how they are onboarded with Autodesk products and solutions, expanding their impact, and strengthening the partnership we have with government entities and industry governing bodies to shape the transformation of India’s various industries, including Architecture, Engineering, Construction, Manufacturing, and key industries where Autodesk has a market presence.

In this role, you will manage your own portfolio of customers, primarily in the Public Sector, working directly with them to co-create and execute a tailored Success Plan that ensures they derive measurable business value and impact. Additionally, you will leverage data-driven insights and execute proactive outreach, addressing potential risks such as low partnership health, low product usage, or customer churn, ensuring long-term success, retention, and partnership growth.

You will collaborate within an ecosystem that includes the Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, and Client Services to ensure the success of an assigned set of accounts.

Autodesk offers a flexible working environment, with this role based in Bangalore, India. Although we will prioritize candidates based in Bangalore, we may consider candidates based in other cities in India if the skill sets match.

Autodesk’s goal to strengthen our partnership with the Public Sector in India

To strengthen our ongoing partnership with government entities and governing bodies in India, Autodesk has made significant investment into various customer-facing roles in Sales, Technical Sales, and Renewals functions, and you will be the very first Customer Success Manager, ensuring the success of our existing customers.

We are looking for a candidate who loves accepting new challenges and who can define their own success, processes, and operations, since this is a brand-new segment Autodesk is stepping into.

Responsibilities

• Ensure that the assigned set of Public Sector customers maximizes their ROI (Return on Investment) from their partnership with Autodesk.

• Through our partnership with the Public Sector customers, make a positive and sustainable impact on the various industries in India.

• Co-create and execute a tailored Success Plan with assigned customers, aligning on their mission-critical priorities, key initiatives, and adoption plans for Autodesk solutions, while driving specific actions to ensure success - aimed at helping customers achieve their desired business outcomes.

• Be the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for various actions.

• Co-document the business value each customer is achieving through Autodesk solutions, capturing these as value stories to demonstrate measurable outcomes and success.

• Assist customers by providing guidance and resources to support onboarding new solutions, identifying and assisting at-risk customers with low product adoption to help them fully utilize the products and services they’ve invested in, reducing churn risk.

• Partner with Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, Client Services, and others to drive customer success motions.

• Participate in regular Account Planning sessions with Sales and Technical Sales teams, identifying targeted accounts to drive success planning activities, engagement strategies, and establish business outcome alignment.

• Monitor customer usage data and other health indicators and translate these into strategies for success, in collaboration with Channel Partners and internal Sales teams.

• Engage confidently with all levels and personas within customer organizations, including contract management, IT administration, end-users, mid-management, and government leadership/decision-makers.

• Throughout the lifecycle, identify opportunities for expanding the business relationship and support the Sales team and Channel Partners in pursuing expansion opportunities.

• Host and invite the right stakeholders to various government and industry events.

Minimum Qualification

• Experience in working for or working with the Public Sector - government entities, industry governing bodies - in driving digital transformation, technology adoption, or providing consultancy is highly preferred.

• Architecture, Engineering, Construction, or Manufacturing industry experience and related digital solutions Sales and Customer Success experience highly preferred.

• Experience in the SaaS industry.

The Ideal Candidate

• 5+ years of customer-facing roles in Business Development, Sales, Customer Success, or Business Consulting.

• Demonstrated ability to lead, discover, and uncover the customer's business challenges.

• Experience working for or working with entities with complex structures and various stakeholders.

• Excellent executive and business-level communication skills.

• Customer empathy & customer-first mindset.

• Ability to prioritize multiple complex tasks.

• Collaboration and coordination across multiple internal and external stakeholders.

• Willing to try and define new operating models, processes, and best practices.

Learn More

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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

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

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include 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

Diversity & Belonging

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

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