Senior Product Manager - Digital

About the Role

Key Responsibilities

• 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
• 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
• 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)
• 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

Requirements

• 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

Nice to Have

• Experience working in a global, matrixed organization with diverse customer needs
• Familiarity with SaaS business models, customer retention levers, and success metrics

Qualifications

• Formal educational background is not explicitly specified in the description.

Benefits & Perks

• 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 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.