Autodesk Inc. is seeking a Senior Director, Business Strategy & Excellence to provide transformative leadership for our global Customer Success organization. This strategic role is accountable for driving operational excellence and organizational agility at scale, shaping and executing initiatives that deliver measurable improvements in efficiency, customer experience, and business performance.
What You'll Do
- Drive global Customer Success strategy, including Business Excellence Strategy, ensuring alignment with organizational goals and future market needs.
- Manage resource allocation and budget planning for excellence initiatives.
- Ensure robust governance for strategic initiatives and monitor progress against defined outcomes.
- Lead data, analytics and insights for Customer Success, leveraging technology to enable impactful and informed decision-making.
- Establish and monitor KPIs, success metrics, and continuous improvement frameworks.
- Champion operational best practices, process and capability optimization and standardization across regions and functions.
- Lead Change Management practice and transformational programs that drive customer satisfaction, scalability, and data-driven decision-making.
- Standardize and streamline Readiness services across all Customer Success organizations and Geos.
- Serve as a trusted advisor and proxy to the Chief Customer Officer, representing Customer Success in executive forums and key discussions.
- Lead, engage, and motivate the Business Excellence team, driving high performance.
- Act as a thought leader, influencing organizational direction and fostering global collaboration.
What We're Looking For
- 10+ years of experience in Customer Success, Business Operations, Strategy, or related functions within global, matrixed organizations.
- 8–10 years of senior leadership experience, including responsibility for multi-disciplinary teams and cross-functional initiatives.
- Proven track record leading global teams, with experience managing leaders and organizations of 20+ people and scaling teams over time.
- Experience serving as an executive advisor or proxy for C-suite leadership, including preparation of executive communications, strategic narratives, and decision-ready analyses.
- Experience in operational leadership for P&L organizations.
- Demonstrated success designing and executing business strategy, operating models, and governance frameworks at enterprise scale.
- Extensive experience leading operational excellence, business transformation, and continuous improvement initiatives across regions and functions.
- Proven ability to drive KPI frameworks, performance metrics, and data-informed decision-making, including oversight of analytics, insights, and systems capabilities.
- Change management leadership experience, including enterprise transformation, readiness programs, and process optimization.
- Deep experience in Customer Success strategy, programs, and operations, ideally within SaaS, technology, or subscription-based business models.
- History of improving customer experience, scalability, and operational efficiency through innovation, standardization, and technology adoption.
- Extensive experience partnering with C-suite executives and senior leadership to frame decisions, communicate insights, and influence organizational direction.
- Demonstrated ability to represent an organization in executive forums, lead complex discussions, and provide thought leadership at global scale.
- Experience managing global budgets, resource allocation, and strategic investment planning.
- Ability and willingness to travel up to 50% globally.
Team & Environment
You will report directly to the Chief Customer Officer and lead the Business Excellence team. The role involves managing leaders and organizations of 20+ people.
Benefits & Compensation
- Starting base salary between $213,500 and $345,400.
- Health and financial benefits.
- Time away benefits.
- Everyday wellness benefits.
Work Mode
This is a hybrid position based in the United States.
Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic.
