Job Requisition ID #

25WD91044

Position Overview

At Autodesk, we empower innovators everywhere to design and make a better world. Our software helps millions of architects, engineers, designers, and makers unlock their creativity and solve the world’s most pressing challenges. As part of our mission, we’re redefining how customers experience Autodesk—by providing personalized, predictive, and seamless support that drives long-term success.

We are looking for a Senior Product Manager to lead Autodesk’s digital support and customer retention strategy. In this role, you will define and deliver innovative, data-driven support and retention experiences that reduce friction, build trust, and help customers achieve their business goals. You will collaborate across Customer Success, Support, Product, Engineering, and Data teams to shape a customer journey that leverages self-service, AI-powered assistance, community, and proactive engagement. Your work will directly impact customer satisfaction, loyalty, and post purchase delightful experiences for our customers.

Responsibilities

Strategy & Vision

Define and own the product strategy and roadmap for Autodesk’s digital support and retention experiences

Develop a holistic vision for how customers discover, access, and benefit from support across their lifecycle

Partner with cross functional teams to identify signals of risk and design proactive retention interventions

Customer Experience & Journey Design

Partner on building intuitive, scalable digital support journeys that blend self-service, AI/ML-driven assistance, learning & community, and human support escalation

Champion a “customer-first” mindset, ensuring solutions address customer needs while aligning with Autodesk’s business goals

Drive personalization of support content and recommendations to increase relevance and resolution rates

Execution & Delivery

Translate customer insights and business requirements into clear product strategy & requirements, user stories, and acceptance criteria

Collaborate with design, engineering, and operations teams to deliver high-quality experiences at scale

Establish and monitor success metrics (e.g., NPS, retention, time-to-resolution, deflection, churn reduction)

Cross-Functional Leadership

Partner with Go to market teams at Autodesk (Customer Success, Sales, and Marketing) to align retention strategies with the overall experience

Work closely with AI/ML and data science teams to leverage predictive insights for customer engagement

Act as the voice of the customer and a thought leader on digital support and retention within Autodesk

Minimum Qualifications

6+ years of product management experience, ideally in customer experience, SaaS, support, or retention-focused products

Proven track record of defining and launching customer-facing digital experiences at scale

Strong strategic and analytical skills with experience using data to identify opportunities, measure impact, and drive decision-making

Experience with AI/ML, personalization, digital self-service is a strong plus

Exceptional communication and stakeholder management skills with ability to influence at all levels

Passion for customer success and creating experiences that reduce friction and increase loyalty

Preferred Qualifications

Experience working in a global, matrixed organization with diverse customer needs

Familiarity with SaaS business models, customer retention levers, and success metrics

Learn More

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/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $134,000 and $216,700. 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.

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

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