Senior Manager, Customer Reliability – AECO

Autodesk

Senior Manager of Customer Reliability for AECO industry at Autodesk. Leading initiatives to enhance customer experience and product reliability through data-driven insights and teamwork.

Posted 4/25/2026full-timeBoston • California, Colorado, Massachusetts • 🇺🇸 United StatesSenior💰 $126,000 - $226,270 per yearWebsite

About the role

Key responsibilities & impact

Drive Repeat Issue Elimination by identifying and prioritizing top recurring customer pain points
Lead initiatives to reduce or eliminate repeat cases through product, process, and enablement improvements
Establish and track eradication plans for high-impact friction areas
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
Serve as a trusted advocate for AECO customers within Product and Engineering organizations
Partner with Product teams to ensure pre-release readiness for AECO solutions
Lead and develop a high-impact, multi-disciplinary team of specialists

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health and financial benefits
Time away and everyday wellness

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysisdata analysisproduct managementtechnical supportcustomer successprocess improvementtelemetry analysisdata synthesisactionable insightscross-functional team management

Soft Skills

leadershipcommunicationstorytellingadvocacycollaborationanalytical thinkingproblem-solvingcustomer advocacystakeholder engagementteam development