Transforming Enterprise Customer Success at Scale

Autodesk is a $63 billion software company that powers the design and creation of everything from skyscrapers to blockbuster films. Their portfolio spans Architecture, Engineering, and Construction (AutoCAD, Revit, Civil 3D), Product Design and Manufacturing (Fusion 360, Inventor), and Media and Entertainment (Maya, 3ds Max). Their customers—architects, engineers, manufacturers, and creative professionals across the globe—depend on Autodesk software for mission-critical workflows.

But Autodesk's business model underwent a fundamental transformation. The company shifted from selling perpetual licenses (one-time purchases) to subscription-based models with annual or multi-year contracts. This wasn't just a pricing change—it fundamentally altered how the company generated revenue. Instead of earning money once at the point of sale, Autodesk now depends on continuous value delivery to secure renewals and drive account growth year after year.

This transformation elevated the importance of Customer Success Managers (CSMs). These strategic partners work with enterprise customers to drive software adoption, ensure value realization, and identify opportunities to expand the relationship. For Autodesk, CSMs aren't just support—they're the engine of retention and growth in a subscription economy. They manage complex enterprise accounts with thousands of licenses, multiple business units across global locations, and intricate deployment workflows. A single CSM might oversee relationships worth millions in annual recurring revenue.

The stakes? Managing over 1,000 CSMs serving millions of customers across 47 countries, with billions in revenue depending on their ability to do their jobs effectively.