Job Requisition ID #

26WD97552

Senior Manager, Customer Reliability – AECO

About the Role

We are seeking a Senior Manager of Customer Reliability for the Architecture, Engineering, Construction, and Operations (AECO) industry to lead a critical function within our Proactive Support organization.

This leader will be responsible for transforming customer experience into systemic product and service improvements, ensuring that recurring customer pain points are identified, understood, and eliminated at scale. This role sits at the intersection of Customer, Product, and Engineering, and plays a key part in improving product reliability, reducing support demand, and strengthening customer trust.

Mission

Turn AECO customer experience into measurable product improvement—eliminating repeat friction, improving readiness, and strengthening customer trust at scale.

Key Responsibilities

1. Drive Repeat Issue Elimination

Identify and prioritize the top recurring customer pain points across AECO products and workflows
Lead initiatives to reduce or eliminate repeat cases through product, process, and enablement improvements
Establish and track eradication plans for high-impact friction areas

2. Product Insights & Root Cause Analysis

Synthesize insights from support data, telemetry, TAM input, and customer feedback
Perform root cause trend analysis to identify systemic issues
Translate data into clear, actionable insights for Product and Engineering teams

3. Product & Experience Advocacy

Serve as a trusted advocate for AECO customers within Product and Engineering organizations
Influence product prioritization and roadmap decisions through credible, data-driven insights
Partner with Product leadership to ensure supportability, reliability, and usability are built into the product experience

4. Pre-Release Readiness & Supportability

Partner with Product teams to ensure pre-release readiness for AECO solutions
Identify potential field risks, support gaps, and enablement needs before launch
Ensure field teams and customers are prepared through clear guidance and readiness materials

5. Strengthen Closed-Loop Feedback

Establish and improve the closed-loop process from customer issue → root cause → product improvement → enablement
Ensure insights lead to measurable outcomes, not just reporting
Improve visibility and accountability for product improvements driven by customer experience

6. Lead a High-Impact, Multi-Disciplinary Team

Lead and develop a team of:
- Customer Advocates
- Product Insights Specialists
- Technical Enablement Specialists
Build a culture of curiosity, accountability, and continuous improvement
Align team priorities to the most impactful customer and product outcomes

Key Outcomes & Success Metrics

Reduction or elimination of repeat cases on solved issues
Measurable customer time savings and reduced effort
Improved customer trust and advocacy (CSAT/NPS)
Increased number and impact of product or experience improvements driven by Customer Reliability
Stronger closed-loop feedback and field readiness across AECO

What We’re Looking For

Industry Expertise & Credibility

Deep understanding of the AECO industry, customer workflows, and challenges
Proven ability to engage and influence senior Product and Engineering leaders
Strong understanding of how customers use Autodesk solutions in real-world environments

Leadership & Influence

Experience leading cross-functional teams and driving outcomes without direct authority
Ability to build trust and alignment across Support, Product, and Customer Success
Strong coaching and team development skills

Analytical & Strategic Thinking

Ability to synthesize large, complex datasets into clear insights and priorities
Strong problem-solving and root cause analysis skills
Experience turning insights into actionable improvement plans

Communication & Storytelling

Exceptional ability to tell a compelling story with data
Able to translate customer experience into clear, executive-level narratives
Comfortable presenting to and influencing senior leadership

Mindset & Traits

Customer-first mindset with strong empathy for user experience
Courageous in challenging assumptions and advocating for change
Collaborative and able to build strong cross-team partnerships
Results-driven, focused on measurable impact over activity

Why This Role Matters

This role is central to our transformation from a reactive support model to a Proactive Support organization. By connecting customer experience directly to product improvement, this leader will help ensure that:

Issues are not just resolved—but eliminated
Products continuously improve based on real-world usage
Customers experience reliable, predictable outcomes at scale

Minimum Qualifications

8+ years of experience in Customer Success, Technical Support, Product Management, Engineering, or a related field
3+ years of people leadership experience, including managing cross-functional or technical teams
Experience with Autodesk AECO products or ecosystem
Background in architecture, engineering, construction, or operations environments
Demonstrated experience working with or supporting AECO industry customers, workflows, or solutions
Proven ability to translate customer insights and data into actionable product or process improvements
Experience partnering with or working in Product and Engineering teams
Strong analytical skills with the ability to interpret complex technical or operational data
Excellent communication and storytelling skills, with experience presenting to senior stakeholders

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!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $126,000 and $226,270. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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Sr. Manager, Customer Reliability - AECO