Senior Director Business Strategy & Excellence

About the Role

The Senior Director, Business Strategy & Excellence for Customer Success is a transformative leader responsible for driving operational excellence and organizational agility at a global scale. Reporting to the Chief Customer Officer, the role shapes and executes strategic initiatives that improve efficiency, customer experience, and overall business performance while fostering a culture of continuous improvement and cross‑functional collaboration. • Define and execute global Customer Success and Business Excellence strategies aligned with corporate objectives. • Manage resource allocation, budgeting, and governance for excellence initiatives. • Lead data, analytics, and insight programs to enable data‑driven decision‑making across Customer Success. • Establish and monitor KPIs, success metrics, and continuous‑improvement frameworks. • Champion operational best practices, process standardization, and capability optimization across regions. • Drive change‑management and transformational programs to enhance customer satisfaction and scalability. • Standardize Readiness services for all Customer Success organizations and geographies. • Serve as trusted advisor and proxy to the Chief Customer Officer in executive forums and communications. • Lead, develop, and motivate the Business Excellence team, upholding One Orbit values. • Provide thought leadership to influence organizational direction and promote global collaboration.

Key Responsibilities

• ▸strategy execution
• ▸resource management
• ▸data analytics
• ▸kpi monitoring
• ▸process standardization
• ▸change management

What You Bring

• 10+ years experience in Customer Success, Business Operations, or Strategy within global matrixed organizations; 8‑10 years senior leadership experience. • Proven track record leading global, multi‑disciplinary teams of 20+ members and scaling them over time. • Experience acting as an executive advisor or proxy for C‑suite leaders, crafting strategic narratives and decision‑ready analyses. • Expertise designing and executing enterprise‑scale operating models, governance frameworks, and KPI systems. • Strong background in operational excellence, business transformation, and continuous improvement across regions. • Leadership in change management, enterprise transformation, readiness programs, and process optimization. • Deep knowledge of Customer Success strategy in SaaS or technology subscription business models. • Ability to communicate effectively with C‑suite executives and represent the organization in executive forums. • Experience managing global budgets, resource allocation, and strategic investment planning. • Willingness to travel up to 50% globally.

Requirements

• ▸customer success
• ▸saas
• ▸leadership
• ▸change management
• ▸kpis
• ▸global teams

Benefits

Autodesk provides a competitive compensation package that includes a base salary ranging from $183,000 to $327,910 for U.S.-based roles, along with annual cash bonuses, stock grants, and a comprehensive benefits suite covering health, financial security, paid time off, and everyday wellness.

Work Environment

Hybrid