Customer Success Manager - Malaysia

26WD96555

Position Overview
 

The Customer Success Manager plays a pivotal role in driving the success of some of our largest selected regional customers - primarily in the AECO (Architecture, Engineering, Construction, and Owner) industry in Malaysia - by overseeing how they are onboarded with Autodesk solutions, adopt them effectively, and expand their use to achieve impactful business outcomes. Given the growing demand from our valued customers, we are hiring our first Malaysia-based Customer Success Manager.

In this role, you will manage your own portfolio of 10–15 of the largest regional customers within the AECO industry, working directly with them to co-create and execute a tailored Customer Success Plan that ensures they derive measurable business value from their partnership with Autodesk and our Channel Partners. Your customers will have clear business justifications to nurture and grow their investment in the Autodesk partnership

Additionally, you will leverage data-driven insights to enable proactive engagement with customers, addressing potential risks such as low product adoption or customer churn.

You will collaborate with Autodesk Sales, Customer Success, Renewals, Marketing, and Channel Partner teams to ensure the success of an assigned set of regional customers in Malaysia.

You will report to the Senior Manager, Customer Success - APAC Emerging Markets and have team members across India, ASEAN, and China. You will also be part of the broader APJ Customer Success Organisation with Customer Success Managers also in Australia, Japan, and Korea.

Autodesk offers a flexible working environment, with this role based in Malaysia.

Responsibilities

• Co-create and execute a tailored Customer Success Plan with assigned AECO 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

• Act as the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for agreed actions

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

• Support customers during onboarding of new solutions, identifying and assisting at-risk customers with low product adoption to help them fully utilise the products and services they have invested in, reducing churn risk

• Partner with Autodesk Sales, Customer Success, Technical Sales, Renewals, and Channel Partners to drive coordinated adoption motions

• Participate in regular Account Planning processes with Sales, Technical Sales, and Renewal teams, identifying targeted accounts to drive success planning activities, engagement strategies, and alignment on business outcomes

• Monitor customer usage data and other health indicators and translate these insights into strategies for success, in collaboration with reseller partners and internal Autodesk teams

• Engage confidently with stakeholders across customer organisations, including C-level decision-makers, mid-management, business unit leaders, contract managers, and key champion users

• Identify opportunities with Customer Success Managers in other countries for Malaysian customers to connect with others in the industry, across other countries, and in the global market through the Autodesk ecosystem

Minimum Qualifications

• Experience or familiarity in the AECO industry (Architecture, Engineering, Construction, or Owner/Developer organisations)

• 5-10 years of experience in Sales, Customer Success, or Technical/Implementation Consulting; or experience as a former Architect, Engineer, BIM Manager, General Contractor, or Project Manager who has worked with various SaaS solutions for BIM and digital transformation

• Demonstrated ability to understand and uncover customer business challenges and align solutions to business outcomes

• Experience working for or servicing large organisations with complex stakeholder environments

• Excellent executive and business-level communication skills

• Strong customer empathy and a customer-first mindset

• Ability to prioritise multiple complex tasks in a fast-paced environment

• Ability to collaborate and coordinate across multiple internal and external stakeholders

Preferred Qualifications

• Familiarity with, or experience as a former or current user of, Autodesk AECO solutions such as Autodesk Construction Cloud, Forma, Revit, Civil 3D, Navisworks, or competitor technologies

• ​ Advanced expert role, requiring deep subject-matter knowledge and sound business acumen to advise leaders

• • For jobs at this level, knowledge of the business starts to become as important as subject-matter knowledge

• • Incumbents translate specialized subject-matter requirements into business needs/requirements

• • Require depth of specialized expertise to interpret internal/external business issues and recommend best practices to address them

• • Solve complex problems that require in-depth evaluation of variable factors by taking a broad perspective to identify the best approach and innovative solutions

• • Work independently, with close guidance in only the most complex or unusual situations

• • Adapt communication style to persuade various stakeholders across the business and frequently interact with senior leaders to provide advice and SME

• May lead functional teams or programs within own function (or closely related functions)
   

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