Senior Director Business Strategy & Excellence

OVERVIEW:

The Senior Director, Business Strategy & Excellence for Customer Success is a transformative leader, accountable for driving operational excellence, and organizational agility at global scale. Reporting to the Chief Customer Officer, this role shapes and executes strategic initiatives that deliver measurable improvements in efficiency, customer experience, and business performance.

The role fosters a culture of continuous improvement and cross-functional collaboration, ensuring Customer Success teams are future-ready and aligned with corporate objectives.

Partnering with Customer Success leadership, the role manages operating models, decision-making structures, and quarterly business metrics.  A trusted partner to the Chief Customer Officer and senior leadership, the role provides insightful analysis about business execution to all parts of the organization. The role may act as a proxy for the Chief Customer Officer in meetings, address inquiries, draft documents, and manage executive communications in collaboration with communications partners.

The ideal candidate demonstrates a proven ability to build high-performing teams. The position offers flexibility for on-site, hybrid, or remote work within the United States, with up to 50% global travel to office locations and Autodesk-sponsored events.

Responsibilities:

• 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 CS, leveraging technology to enable impactful and informed decision-making, enhance program delivery, and support change management towards a data-driven organization.

• Establish and monitor KPIs, success metrics, and continuous improvement frameworks.

• Champion operational best practices, process and capability optimization and standardization across regions and functions.

• Change Management practice, leading transformational programs that drive customer satisfaction, scalability, and data-driven decision-making.

• Standardize and streamline Readiness services across all CS 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 in accordance with One Orbit values.

• Act as a thought leader, influencing organizational direction and fostering global collaboration

Minimum Qualifications

Leadership & Organizational Experience

• 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.

Strategic & Operational Excellence Experience

• 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.

Customer Success & Industry Expertise

• 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.

Communication & Executive Influence

• 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.

Other Qualifications

• Experience managing global budgets, resource allocation, and strategic investment planning.

• Ability and willingness to travel up to 50% globally.

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

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 https://benefits.autodesk.com/

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. 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. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).