Customer Success Manager

26WD99312

募集職種概要

お客様の成功が、私たちの成功です。

建築・建設・エンジニアリング（AEC）業界は今、大きな変革の時代を迎えています。人材不足、生産性向上への要求、デジタル化の加速など、多くの課題に直面する中で、BIMやクラウドプラットフォームを活用した新しい働き方への転換が求められています。

しかし、本当の変革はソフトウェアを導入しただけでは実現できません。人が変わり、組織が変わり、業務プロセスが変わることで、初めてビジネス成果につながります。

Business Customer Success Manager（CSM）は、Autodeskソリューションを導入されたお客様が、その投資価値を最大限に引き出し、期待するビジネス成果を実現できるよう支援する戦略的な役割です。

主に建築・建設・エンジニアリング（AEC）業界のお客様を担当し、顧客ライフサイクルの「Onboard」「Use」「Extend」フェーズを通じて、利用定着、価値実現、業務改善、そしてデジタルトランスフォーメーションの推進を支援します。

お客様の経営層、部門責任者、プロジェクト担当者など様々なステークホルダーと協働しながら、Customer Success Planを策定・実行し、お客様の目標達成を支援します。

AutodeskのCustomer Successは単なる製品サポートではありません。

私たちは、お客様の信頼できるパートナーとして、建設業界の未来を共に創り、より良いプロジェクトの実現を支援しています。
 

主な業務内容

• 担当顧客ポートフォリオにおけるポストセールスリレーションシップを管理する

• 顧客の事業目標、業務課題、成功指標を理解し、Autodeskソリューションを活用した価値実現を支援する

• Customer Success Planを顧客と共同で策定し、利用定着、成果創出、成功指標を明確化する

• オンボーディング活動を支援し、早期の価値実現（Time-to-Value）の実現を推進する

• 製品利用状況、顧客ヘルス、エンゲージメント状況をモニタリングし、リスクや成長機会を特定する

• 顧客組織における利用定着やチェンジマネジメントを支援し、新しい働き方の定着を促進する

• 顧客の業務プロセスやプロジェクトワークフローを理解し、生産性向上や業務改善につながるベストプラクティスを提案する

• 定期的なビジネスレビューを実施し、成果やROIを可視化するとともに、次の成功に向けたアクションを策定する

• 営業、チャネルパートナー、テクニカルセールス、サポート、サービス部門と連携し、顧客成果を最大化する

• 顧客の成功事例や価値実現を文書化し、社内外への共有を行う

• 顧客にとってのTrusted Advisor（信頼できるアドバイザー）として長期的な関係を構築する
   

必須条件

• Customer Success、Account Management、Consulting、Sales、Renewalsなどの顧客対応経験

• 顧客課題を理解し、ビジネス成果につながる提案や支援を行った経験

• 複数のステークホルダーとの関係構築および調整経験

• 顧客の利用定着、業務改善、または行動変容を支援した経験

• 高いコミュニケーション能力およびプレゼンテーション能力

• 自律的に行動し、複数案件を同時に管理できる能力

• 日本語および英語でのビジネスコミュニケーション能力
   

歓迎条件

• 建築・建設・エンジニアリング（AEC）業界での経験

• 施工管理、設計、BIM推進、建設DX推進、プロジェクトマネジメント等の経験

• BIM、Autodesk Construction Cloud（ACC）、Common Data Environment（CDE）に関する知識

• 建設プロジェクトライフサイクルやプロジェクトデリバリーへの理解

• テクノロジー導入や業務変革プロジェクトに携わった経験

• GainsightなどのCustomer Success Platform利用経験

• パートナー主導型ビジネスモデルでの業務経験

• 建設業界をより良くしたいという情熱

Position Overview

Our customers’ success is our success.

The Architecture, Engineering, and Construction (AEC) industry is undergoing one of the most significant transformations in its history. Labor shortages, increasing demands for productivity, growing project complexity, and accelerating digitalization are reshaping how projects are designed, built, and delivered.
 

While technology plays a critical role in this transformation, successful outcomes require more than software implementation. Real change happens when people adopt new ways of working, organizations evolve, and processes improve. As a Business Customer Success Manager (CSM), you will play a strategic role in helping Autodesk customers realize the full value of their investment in Autodesk solutions. You will partner with customers to drive adoption, accelerate time-to-value, support business transformation initiatives, and help them achieve meaningful business outcomes.
 

Managing a portfolio of customers primarily within the Architecture, Engineering, and Construction (AEC) industry, you will guide customers through the Onboard, Use, and Extend phases of the customer lifecycle. You will work closely with executives, business leaders, project teams, and end users to develop and execute Customer Success Plans aligned with their strategic objectives and operational priorities. Customer Success at Autodesk is more than product support.

As a trusted advisor, you will help customers navigate change, improve project delivery, increase collaboration, and build the capabilities required to succeed in an increasingly digital industry. This is an opportunity to combine industry expertise, customer engagement, and technology to help shape the future of the AEC industry.

Responsibilities

• Own the post-sale relationship for an assigned portfolio of Business customers

• Understand customer business objectives, operational priorities, and success metrics, and align Autodesk solutions to desired business outcomes

• Co-create and execute Customer Success Plans that define adoption goals, success milestones, and measurable business outcomes

• Support onboarding activities with a focus on accelerating time-to-value and customer adoption

• Monitor customer health, engagement, and product usage trends to proactively identify risks and growth opportunities

• Support customer change management initiatives that drive user adoption, process improvement, and new ways of working

• Understand customer workflows and project delivery processes and recommend best practices that improve efficiency, collaboration, and business performance

• Conduct regular business reviews to measure progress, communicate realized value, and reinforce customer success objectives

• Collaborate with Sales, Channel Partners, Technical Sales, Support, and Client Services teams to deliver a consistent customer experience

• Document customer value realization through business reviews, recommendations, success stories, and business cases

• Develop trusted advisor relationships with customer stakeholders and advocate for customer needs across Autodesk
   

Minimum Qualifications

• Experience in Customer Success, Account Management, Consulting, Sales, Renewals, Construction Technology, or other customer-facing roles

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

• Experience managing multiple stakeholders and competing priorities

• Experience driving customer adoption, process improvement, organizational change, or customer engagement initiatives

• Strong communication, presentation, and relationship-building skills

• Ability to influence through trust, collaboration, persuasion, and consensus-building

• Self-motivated with strong organizational and time-management skills

• Business-level proficiency in both Japanese and English

Preferred Qualifications

• Experience in the Architecture, Engineering, and Construction (AEC) industry

• Experience in construction project delivery, construction management, BIM coordination, digital construction, design technology, or project management

• Understanding of construction project lifecycles, BIM workflows, Autodesk Construction Cloud (ACC), Common Data Environments (CDE), or digital project delivery

• Experience supporting digital transformation, process improvement, or organizational change initiatives

• Experience with Customer Success platforms such as Gainsight or similar solutions

• Experience working within a partner-led or channel-driven business model

• Previous experience in the construction industry is highly desirable

• Passion for improving how the AEC industry designs, builds, and delivers projects
   

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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.

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