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For Companies At a Glance
- Tasks: Lead process design and improvement for global Customer Success teams.
- Company: Join Autodesk, where innovation meets a collaborative culture.
- Benefits: Competitive salary, bonuses, stock options, and comprehensive benefits.
- Why this job: Make a real impact by shaping processes that enhance customer success.
- Qualifications: 6+ years in process management and strong collaboration skills required.
- Other info: Dynamic work environment with opportunities for meaningful contributions.
The predicted salary is between 36000 - 60000 £ per year.
Job Requisition ID #25WD91468
Overview
Autodesk’s Customer Success Field Readiness team is seeking a Customer Success Process Manager to lead process design, documentation, governance, and prioritization across global CS teams. You’ll own the process-related prioritization framework, maintain a centralized process documentation hub, and partner with stakeholders to ensure changes are strategically aligned, measurable, and adopted. You’ll think strategically about which processes matter most, how to improve them over time, and how to ensure their successful rollout through structured enablement and change management. You’ll also contribute directly to change initiatives by helping teams understand what’s changing, why it matters, and how to adopt new ways of working effectively.
Responsibilities
- Prioritize and assess process improvement opportunities based on strategic impact, complexity, and readiness for change
- Design, document, and continuously improve key Customer Success processes (e.g., onboarding, success planning, knowledge management, content workflows)
- Facilitate cross-functional workshops and working sessions to define or update processes
- Track and maintain up-to-date documentation using visual tools (e.g., Lucidchart, Confluence)
- Define and monitor process performance indicators (PPIs) aligned to CS KPIs
- Partner with CS and Business Excellence teams to assess and prioritize requests, streamline workflows, and align process updates with strategic CS goals
- Play a key role in change management by identifying process impacts, supporting stakeholder alignment, and ensuring teams are prepared for adoption through clear documentation and transition plans
- Partner with Readiness team members to reinforce adoption of changes through enablement materials, feedback loops, and field-facing support
- Help establish a lightweight RACI model for process ownership, decision rights, and rollout responsibility
- Act as a liaison between Field Readiness, CS Ops, and other functions to ensure smooth handoffs and execution
Minimum Qualifications
- 6+ years of experience in business process mapping, analysis, operations, or program management
- Proficiency with process mapping tools (e.g., Lucidchart, Miro, Visio) and visual documentation standards
- Strong collaboration skills; able to lead workshops and drive cross-functional alignment
- Strategic mindset with ability to assess tradeoffs, risks, and impact of process changes
- Experience managing intake systems and prioritizing complex, competing requests
- Comfortable working across time zones and virtual environments
- Excellent written and verbal English communication
Preferred Qualifications
- Familiarity with Customer Success, Sales, or post-sales processes in SaaS environments
- Exposure to change management or governance frameworks
- Experience with Airtable, Confluence, or Salesforce
- Knowledge of design thinking or service design methods
- Ability to visualize and communicate how changes impact people, tools, and outcomes
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.
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).
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Customer Success Process Manager employer: Autodesk
Contact Detail:
Autodesk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Process Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Autodesk on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Autodesk's culture and values. Think about how your experience aligns with their mission. We want to see you shine and show us why you're the perfect fit!
✨Tip Number 3
Practice your process management skills! Be ready to discuss specific examples of how you've improved processes in the past. We love hearing about real-life experiences that demonstrate your strategic mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Autodesk team!
We think you need these skills to ace Customer Success Process Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in process management and customer success. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Show Off Your Collaboration Skills: Since this role involves working with various teams, it’s crucial to demonstrate your collaboration abilities. Share examples of how you’ve successfully led workshops or facilitated cross-functional projects in your application.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out and are easy to read. Use bullet points if necessary to break up text!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to track your application and ensure it gets into the right hands!
How to prepare for a job interview at Autodesk
✨Know Your Processes
Before the interview, dive deep into the key Customer Success processes mentioned in the job description. Be ready to discuss how you would approach designing and improving these processes, and think of specific examples from your past experience that demonstrate your expertise in process mapping and analysis.
✨Showcase Your Collaboration Skills
Since this role involves a lot of cross-functional work, prepare to share examples of how you've successfully led workshops or facilitated discussions in previous roles. Highlight your ability to drive alignment among diverse teams and how you’ve managed competing requests effectively.
✨Familiarise Yourself with Tools
Brush up on your knowledge of process mapping tools like Lucidchart and Confluence. If you have experience with other relevant tools, be sure to mention them. You might even want to bring a sample of your work using these tools to showcase your skills during the interview.
✨Understand Change Management
This role requires a strategic mindset for change management. Prepare to discuss your understanding of change initiatives and how you’ve helped teams adopt new processes in the past. Think about how you can communicate the impact of changes clearly and effectively to different stakeholders.