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
1. Identify and prioritize the top recurring customer pain points across AECO products and workflows
2. Lead initiatives to reduce or eliminate repeat cases through product, process, and enablement improvements
3. Establish and track eradication plans for high-impact friction areas
2. Product Insights & Root Cause Analysis
4. Synthesize insights from support data, telemetry, TAM input, and customer feedback
5. Perform root cause trend analysis to identify systemic issues
6. Translate data into clear, actionable insights for Product and Engineering teams
3. Product & Experience Advocacy
7. Serve as a trusted advocate for AECO customers within Product and Engineering organizations
8. Influence product prioritization and roadmap decisions through credible, data-driven insights
9. Partner with Product leadership to ensure supportability, reliability, and usability are built into the product experience
4. Pre-Release Readiness & Supportability
10. Partner with Product teams to ensure pre-release readiness for AECO solutions
11. Identify potential field risks, support gaps, and enablement needs before launch
12. Ensure field teams and customers are prepared through clear guidance and readiness materials
5. Strengthen Closed-Loop Feedback
13. Establish and improve the closed-loop process from customer issue → root cause → product improvement → enablement
14. Ensure insights lead to measurable outcomes, not just reporting
15. Improve visibility and accountability for product improvements driven by customer experience
6. Lead a High-Impact, Multi-Disciplinary Team
16. Lead and develop a team of:Customer AdvocatesProduct Insights SpecialistsTechnical Enablement Specialists
17. Build a culture of curiosity, accountability, and continuous improvement
18. Align team priorities to the most impactful customer and product outcomes
Key Outcomes & Success Metrics
19. Reduction or elimination of repeat cases on solved issues
20. Measurable customer time savings and reduced effort
21. Improved customer trust and advocacy (CSAT/NPS)
22. Increased number and impact of product or experience improvements driven by Customer Reliability
23. Stronger closed-loop feedback and field readiness across AECO
What We’re Looking For
Industry Expertise & Credibility
24. Deep understanding of the AECO industry, customer workflows, and challenges
25. Proven ability to engage and influence senior Product and Engineering leaders
26. Strong understanding of how customers use Autodesk solutions in real-world environments
Leadership & Influence
27. Experience leading cross-functional teams and driving outcomes without direct authority
28. Ability to build trust and alignment across Support, Product, and Customer Success
29. Strong coaching and team development skills
Analytical & Strategic Thinking
30. Ability to synthesize large, complex datasets into clear insights and priorities
31. Strong problem-solving and root cause analysis skills
32. Experience turning insights into actionable improvement plans
Communication & Storytelling
33. Exceptional ability to tell a compelling story with data
34. Able to translate customer experience into clear, executive-level narratives
35. Comfortable presenting to and influencing senior leadership
Mindset & Traits
36. Customer-first mindset with strong empathy for user experience
37. Courageous in challenging assumptions and advocating for change
38. Collaborative and able to build strong cross-team partnerships
39. Results-driven, focused on measurable impact over activity
Why 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:
40. Issues are not just resolved—but eliminated
41. Products continuously improve based on real-world usage
42. Customers experience reliable, predictable outcomes at scale
Minimum Qualifications
43. 8+ years of experience in Customer Success, Technical Support, Product Management, Engineering, or a related field
44. 3+ years of people leadership experience, including managing cross-functional or technical teams
45. Experience with Autodesk AECO products or ecosystem
46. Background in architecture, engineering, construction, or operations environments
47. Demonstrated experience working with or supporting AECO industry customers, workflows, or solutions
48. Proven ability to translate customer insights and data into actionable product or process improvements
49. Experience partnering with or working in Product and Engineering teams
50. Strong analytical skills with the ability to interpret complex technical or operational data
51. Excellent communication and storytelling skills, with experience presenting to senior stakeholders
Learn More
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