Customer Support Manager

Autodesk

Customer Support Manager at Autodesk overseeing regional support teams and strategic initiatives. Leading improvements in customer experience and operational efficiencies across diverse geographic regions.

Posted 5/26/2026full-timeDenver • California, Colorado, Massachusetts • 🇺🇸 United StatesSeniorLead💰 $80,300 - $143,990 per yearWebsite

About the role

Key responsibilities & impact

Manage and develop high-performing Customer Support leaders and professionals by developing and translating organizational priorities into scalable team execution plans and measurable outcomes that consistently deliver against team, department, and business KPIs, including Autodesk’s “what” (business results) and “how” (leadership behaviors and values) expectations
Hire, onboard, and develop managers and individual contributors while building leadership capability, succession readiness, and growth opportunities across the organization as the business and team structures continue to evolve
Drive customer excellence through strong leadership, accountability, coaching, and performance management while continuously evolving team expectations, service models, and support strategies to meet changing business and customer demands
Create an environment of continuous improvement by leading strategic and operational initiatives focused on digital transformation, operational scalability, automation, AI-enabled support experiences, and evolving support models that elevate customer experiences, improve efficiency, and drive scalable processes, consistency, collaboration, and organizational maturity across teams and regions
Lead through influence across GEOs and cross-functional organizations to drive globally aligned strategies while balancing regional business needs with a “think global, act local” mindset
Partner closely with leaders across Customer Success, Adoption, Product, Engineering, Operations, and other business functions to represent the Voice of the Customer by identifying trends, risks, operational gaps, and emerging customer expectations, translating insights into actionable improvements that drive customer outcomes, scalable support experiences, and business impact
Effectively navigate ambiguity, shifting priorities, and evolving business expectations while making sound decisions that can be clearly articulated across diverse stakeholder groups and levels of leadership/employees
Support organizational readiness for product changes, feature launches, cross-training opportunities, escalations, incidents, and new business priorities through proactive planning, communication, and cross-functional coordination
Operate with a balance of strategic leadership and operational execution — willing to engage in tactical problem-solving when needed while primarily elevating leaders and teams to independently drive results and business impact
Foster a globally aligned, customer-focused culture centered on accountability, inclusion, innovation, adaptability, and continuous learning while building trusted relationships and demonstrating professionalism, resilience, sound judgment, and executive presence across teams, GEOs, and stakeholder groups

Requirements

What you’ll need

8+ years of experience leading customer support, customer success, or technical support teams
Experience successfully managing managers, team leads, and/or senior-level (advanced/expert) individual contributors preferred
Proven ability to influence across teams, GEOs, and stakeholder groups to drive alignment and business outcomes
Strong understanding of customer support operations, digital support strategies, and customer experience expectations in SaaS or technology environments
Successful experience driving operational improvements, process optimization, automation, and scalable service delivery.
Strong communication, collaboration, and stakeholder management skills with the ability to navigate ambiguity and evolving priorities
Demonstrated ability to think strategically while executing effectively in fast-paced, highly dynamic environments
Strong analytical, problem-solving, and decision-making capabilities
High emotional intelligence with the ability to coach, motivate, and develop teams while effectively managing escalated situations
Experience working across global organizations or multiple GEOs preferred.

Benefits

Comp & perks

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support operationsdigital support strategiesprocess optimizationautomationscalable service deliveryperformance managementstrategic leadershipoperational executiondata analysisproblem-solving

Soft Skills

leadershipcommunicationcollaborationstakeholder managementemotional intelligencecoachingmotivationadaptabilityresilienceexecutive presence