GTM Strategy Manager

Job Title

As the GTM Strategy Manager at Autodesk, you will lead the development of the strategic vision for Autodesk’s Customer Success organization. You will be responsible for creating and tailoring strategies that enhance customer satisfaction, retention, and growth. Additionally, you will be responsible for defining, monitoring, and analyzing customer success metrics to inform strategy development and identify areas of improvement. You will collaborate with cross-functional teams across Sales, Product, and Marketing to develop an exceptional end-to-end customer journey.

Key Responsibilities: What You Will Do:

• Develop and execute the overall Autodesk customer success strategy across all of Autodesk’s solutions that aligns with Autodesk’s overall business goals and ensure long-term customer satisfaction, loyalty, and retention
• Develop tailored engagement and success plans for different customer segments, industries, and regions based on their specific needs and usage patterns
• Drive and manage the creation of standardized processes and best practices for the Customer Success team to follow to ensure consistency and efficiency in customer interaction
• Regularly review key performance indicators (KPIs) such as customer health metrics, customer lifetime value (CLTV), net promoter score (NPS), and customer satisfaction score (CSAT) and implement strategies to improve customer health and reduce churn
• Collaborate with Sales, Product Development, and Marketing teams to facilitate cross-functional initiatives and develop a seamless customer journey from onboarding to renewal

Minimum Qualifications

• Proven track record of developing customer success strategies to exceed customer satisfaction and retention at global SaaS companies
• Deep understanding of managing the customer lifecycle from acquisition to renewal to ensure a seamless and value-driven experience
• Expertise in mapping out the entire customer journey, identifying key touchpoints and optimizing each stage for maximum customer satisfaction
• Demonstrated ability to tailor and customize customer success strategies to the unique needs and challenges of different customer segments, industry verticals, and regions
• Strong experience in conducting market research to gather insights into industry trends, customer needs, and competitive landscape to inform and enhance customer success strategies
• Strong ability to develop standardized processes and best practices for the overall Customer Success organization
• Excellent written and verbal communication skills with the ability to convey complex information clearly and effectively to diverse audiences
• Analytical and problem-solving skills to analyze customer success metrics and identify trends, opportunities, and areas for improvement
• Project management skills with the ability to manage multiple projects simultaneously and deliver results on time
• Proficient in leveraging CRM platforms such as Salesforce or HubSpot to manage and analyze customer interactions and data throughout the customer lifecycle