Senior Director, Customer Success Management, EMEA

Position Overview

As the Sr Director, Account-Based Customer Success Management (EMEA) reporting to the VP, Enterprise Customer Success at Autodesk, you will lead Success Plan strategy and execution across Europe, Middle East, and Africa, driving adoption, revenue growth and customer value. The incumbent will own regional P&L, oversee resource allocation, and engage with senior customers to foster strong relationships and drive successful Autodesk solution adoption. You'll work with teammates across the globe and will travel up to 30% of the time for face-to-face meetings like conferences, team offsites, and customers. We prefer for this role to be hybrid to one of our major EMEA offices (Ireland, Barcelona, Munich), but we are open to anywhere in Europe.

Key Responsibilities

• Assume executive ownership of Success Plan strategy and execution across all segments, driving revenue growth, margin improvement, and enhanced delivery effectiveness, ultimately contributing to company growth and customer value. (Success Plan P&L leadership)
• Define and oversee regional execution plans, including budget allocation, resource prioritization, coverage strategies, & executive leadership to customer success teams that ensures effective high-touch and guided onboarding experiences that drive successful adoption of Autodesk solutions.
• Engage with senior customer executives to demonstrate Autodesk thought leadership, co-create strategic plans, and drive mutually beneficial outcomes.
• Collaborate effectively with cross-functional teams to ensure a seamless and positive customer journey, from onboarding to renewal.
• Monitor regional success metrics, evaluate business performance, and effectively communicate business health to executive leadership.
• Demonstrate Executive Leadership: Exceptional leadership and communication skills with the ability to set a clear vision and provide strategic direction for the team. Exceptional ability to inspire and motivate teams to achieve ambitious goals, provide mentorship and career growth opportunities, and foster a high-performance culture
• Manage Enterprise Customer Success: Strong understanding of the complexities and unique needs of enterprise customers and ability to navigate multi-stakeholder environments
• Apply EMEA Regional Knowledge: Knowledge of the EMEA market including cultural nuances, regulatory requirements, and business practices specific to the EMEA region
• Strategy and Execution: Expert in strategy definition and execution. Adept at defining and tracking key customer success metrics and KPIs at an executive level with the ability to leverage data and analytics to drive strategic decision-making and continuous improvement
• Retain Customers: Expertise in developing and implementing strategies to enhance customer retention and improve NPS and CSAT
• Setting the Strategic Vision: You will strategically set long-and short-term goals for the organization
• Decision Making: You will select the best choice among available alternatives
• Building Talent: You will create development opportunities to build internal talent
• Business Impact: You will demonstrate strong commercial acumen by aligning investments to impact areas for Autodesk customers
• Boundary Spanning: You will encourage cross-silo collaboration and advocate for "OneAutodesk", while prioritizing enterprise goals over functional needs

Minimum Qualifications

• Proven experience leading large Customer Success teams at a global SaaS company with a strong track record of exceeding goals
• Strong financial acumen with experience in P&L management, budget allocation, and resource optimization
• Demonstrated ability to drive revenue growth, improve profitability, and enhance operational efficiency
• Proven ability to manage and scale customer success operations in a SaaS environment
• Demonstrated ability to recruit, manage, and motivate high-performing enterprise Customer Success teams while managing and directing work through Senior Directors and Directors
• Extensive expertise in driving customer retention and engagement to ensure long-term customer loyalty and satisfaction
• In-depth knowledge of the unique characteristics and needs of customers across Europe, Middle East, and Africa
• Comprehensive understanding of customer success metrics and KPIs with the ability to analyze data and derive actionable insights to continuously improve customer success initiatives
• Demonstrated excellence in leadership, communication, and interpersonal skills with a proven ability to lead cross-functional initiatives
• Highly adept at strategic thinking and tactical execution to align customer success strategy to Autodesk company-wide goals and drive impactful results.
• A customer-centric mindset with the ability to consistently deliver superior customer experiences and foster long-term client relationships
• Established thought leadership in the industry, with a proven ability to influence senior executive stakeholder