Customer Success Process Manager

Overview Autodesk’s Customer Success Field Readiness team is seeking a Customer Success Process Manager to lead process design, documentation, governance, and prioritization across global CS teams. In this role, you’ll own the process-related prioritization framework, maintain a centralized process documentation hub, and partner with stakeholders to ensure changes are strategically aligned, measurable, and adopted. You’ll think strategically about which processes matter most, how to improve them over time, and how to ensure their successful rollout through structured enablement and change management. You’ll also contribute to change initiatives by helping teams understand what’s changing, why it matters, and how to adopt new ways of working effectively.

Responsibilities

Prioritize and assess process improvement opportunities based on strategic impact, complexity, and readiness for change

Design, document, and continuously improve key Customer Success processes (e.g., onboarding, success planning, knowledge management, content workflows)

Facilitate cross-functional workshops and working sessions to define or update processes

Track and maintain up-to-date documentation using visual tools (e.g., Lucidchart, Confluence)

Define and monitor process performance indicators (PPIs) aligned to CS KPIs

Partner with CS and Business Excellence teams to assess and prioritize requests, streamline workflows, and align process updates with strategic CS goals

Play a key role in change management by identifying process impacts, supporting stakeholder alignment, and ensuring teams are prepared for adoption through clear documentation and transition plans

Partner with Readiness team members to reinforce adoption of changes through enablement materials, feedback loops, and field-facing support

Help establish a lightweight RACI model for process ownership, decision rights, and rollout responsibility

Act as a liaison between Field Readiness, CS Ops, and other functions to ensure smooth handoffs and execution

Minimum Qualifications

6+ years of experience in business process mapping, analysis, operations, or program management

Proficiency with process mapping tools (e.g., Lucidchart, Miro, Visio) and visual documentation standards

Strong collaboration skills; able to lead workshops and drive cross-functional alignment

Strategic mindset with ability to assess tradeoffs, risks, and impact of process changes

Experience managing intake systems and prioritizing complex, competing requests

Comfortable working across time zones and virtual environments

Excellent written and verbal English communication

Preferred Qualifications

Familiarity with Customer Success, Sales, or post-sales processes in SaaS environments

Exposure to change management or governance frameworks

Experience with Airtable, Confluence, or Salesforce

Knowledge of design thinking or service design methods

Ability to visualize and communicate how changes impact people, tools, and outcomes

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.

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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