Senior Director, Product Management (Customer Success)

Position Overview 

The Sr. Director, Product Management for Customer Success Products is a critical role reporting to the VP, Product Management for Enterprise Systems & Experience (ESE), Autodesk’s Information Technology (IT) organization. The Sr. Director, Product Management (Customer Success) is a strategic leader empowered to define and execute on a cohesive product vision, strategy and roadmap to land high impact business outcomes for Autodesk’s Customer Success business (including global Customer Support, Customer Success Management and Consulting Services), while fostering trusted stakeholder relationships to catalyze growth of Autodesk’s business to $10b and beyond.  

A successful candidate will have extensive product management leadership experience, Customer Success domain expertise, and demonstrated influence collaborating across organizational boundaries to drive strategic product investments and land quantifiable business outcomes. This role will define and evangelize an inspirational north star vision based latest market trends, user research and discovery, to continuously improve Autodesk’s Customer Success business and user experience.

You’ll work with teammates across the globe and will travel up to 10-15% of the time for face-to-face meetings like conferences, team offsites, and customers. This role is hybrid to San Francisco, CA or Novi, Michigan. Relocation will be offered.

Responsibilities 

• Define, evangelize, and continuously evolve a holistic product vision and strategy, identifying new areas of impact through market and user research, while driving business value through improved self-service, automation, and intelligent (AI/ML) product experiences

• Define and publish rolling 12-month roadmaps aligning to business goals

• Contribute to strategic planning processes to influence multi-year investment plans to drive the greatest business value

• Define OKRs including the measurement methodology, baseline, and targets by quarter, supported by a high confidence roadmap to land the committed business impact

• Attract, scale, and retain a team of high performing team of Product Managers to land impact across a geographically dispersed team of stakeholders

• Empower and inspire product teams through the product operating model to land the greatest value  

Minimum Qualifications 

• 15+ years of relevant experience including 5+ years of experience in product management leadership positions, including creating and driving product roadmaps from conception to launch

• Deep domain expertise in enterprise Customer Success including best practices to drive value empowering product experiences for Product Groups such as Agent Productivity, Case Lifecycle Management, Voice & Telephony, Digital Channels, Customer Success Management, and Professional Services Automation

• Proven track record of landing quantifiable business impact through product in partnership cross-functional teams including business stakeholders, product management, UX, engineering, architecture

• Experience scaling and retaining high functioning product management teams

• Knowledge of SDLC (Software Development Lifecycle) and Agile methodologies

• Bachelor's degree in Computer Science, related field, or equivalent practical experience

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