Job Requisition ID #
26WD97552
Senior Manager, Customer Reliability – AECO
About the Role
We are seeking a Senior Manager of Customer Reliability for the Architecture, Engineering, Construction, and Operations (AECO) industry to lead a critical function within our Proactive Support organization.
This leader will be responsible for transforming customer experience into systemic product and service improvements, ensuring that recurring customer pain points are identified, understood, and eliminated at scale. This role sits at the intersection of Customer, Product, and Engineering, and plays a key part in improving product reliability, reducing support demand, and strengthening customer trust.
Mission
Turn AECO customer experience into measurable product improvement—eliminating repeat friction, improving readiness, and strengthening customer trust at scale.
Key Responsibilities
1. Drive Repeat Issue Elimination
Identify and prioritize the top recurring customer pain points across AECO products and workflowsLead initiatives to reduce or eliminate repeat cases through product, process, and enablement improvementsEstablish and track eradication plans for high-impact friction areas2. Product Insights & Root Cause Analysis
Synthesize insights from support data, telemetry, TAM input, and customer feedbackPerform root cause trend analysis to identify systemic issuesTranslate data into clear, actionable insights for Product and Engineering teams3. Product & Experience Advocacy
Serve as a trusted advocate for AECO customers within Product and Engineering organizationsInfluence product prioritization and roadmap decisions through credible, data-driven insightsPartner with Product leadership to ensure supportability, reliability, and usability are built into the product experience4. Pre-Release Readiness & Supportability
Partner with Product teams to ensure pre-release readiness for AECO solutionsIdentify potential field risks, support gaps, and enablement needs before launchEnsure field teams and customers are prepared through clear guidance and readiness materials5. Strengthen Closed-Loop Feedback
Establish and improve the closed-loop process from customer issue → root cause → product improvement → enablementEnsure insights lead to measurable outcomes, not just reportingImprove visibility and accountability for product improvements driven by customer experience6. Lead a High-Impact, Multi-Disciplinary Team
Lead and develop a team of:Customer AdvocatesProduct Insights SpecialistsTechnical Enablement SpecialistsBuild a culture of curiosity, accountability, and continuous improvementAlign team priorities to the most impactful customer and product outcomesKey Outcomes & Success Metrics
Reduction or elimination of repeat cases on solved issuesMeasurable customer time savings and reduced effortImproved customer trust and advocacy (CSAT/NPS)Increased number and impact of product or experience improvements driven by Customer ReliabilityStronger closed-loop feedback and field readiness across AECOWhat We’re Looking For
Industry Expertise & Credibility
Deep understanding of the AECO industry, customer workflows, and challengesProven ability to engage and influence senior Product and Engineering leadersStrong understanding of how customers use Autodesk solutions in real-world environmentsLeadership & Influence
Experience leading cross-functional teams and driving outcomes without direct authorityAbility to build trust and alignment across Support, Product, and Customer SuccessStrong coaching and team development skillsAnalytical & Strategic Thinking
Ability to synthesize large, complex datasets into clear insights and prioritiesStrong problem-solving and root cause analysis skillsExperience turning insights into actionable improvement plansCommunication & Storytelling
Exceptional ability to tell a compelling story with dataAble to translate customer experience into clear, executive-level narrativesComfortable presenting to and influencing senior leadershipMindset & Traits
Customer-first mindset with strong empathy for user experienceCourageous in challenging assumptions and advocating for changeCollaborative and able to build strong cross-team partnershipsResults-driven, focused on measurable impact over activityWhy This Role Matters
This role is central to our transformation from a reactive support model to a Proactive Support organization. By connecting customer experience directly to product improvement, this leader will help ensure that:
Issues are not just resolved—but eliminatedProducts continuously improve based on real-world usageCustomers experience reliable, predictable outcomes at scaleMinimum Qualifications
8+ years of experience in Customer Success, Technical Support, Product Management, Engineering, or a related field3+ years of people leadership experience, including managing cross-functional or technical teamsExperience with Autodesk AECO products or ecosystemBackground in architecture, engineering, construction, or operations environmentsDemonstrated experience working with or supporting AECO industry customers, workflows, or solutionsProven ability to translate customer insights and data into actionable product or process improvementsExperience partnering with or working in Product and Engineering teamsStrong analytical skills with the ability to interpret complex technical or operational dataExcellent communication and storytelling skills, with experience presenting to senior stakeholdersLearn More
About Autodesk
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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!
Benefits
From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $126,000 and $226,270. Offers are based on the candidate’s experience and geographic location, and may exceed this range. 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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