Customer Success Manager

Duties and Responsibilities

• Serve as the primary point of contact for assigned customers, building trusted relationships to ensure long-term satisfaction and retention.
• Establish and maintain trusted, long-term customer relationships.
• Understand customer goals, challenges, and success criteria.
• Proactively engage with customers to understand their needs, promote adoption of Emerson systems and solutions, and identify opportunities for incremental services.
• Deliver Growth & Expansion:
  • Identify opportunities for account growth (upsell/cross-sell) in partnership with Sales.
  • Support contract renewals and expansion initiatives.
  • Demonstrate value through business reviews and performance reporting.
  • Demonstrate value through business reviews and performance reporting.
  • Collaborate with Systems Integration teams to guide customers through the adoption and renewal of supported products and services, facilitating training and product updates.
• Maintain customer health metrics, including system performance and service delivery, to identify and address potential issues before they escalate.
• Provide feedback to internal teams on customer needs, market trends, and business development opportunities.
• Develop and deliver customer lifecycle plans to drive value realization and ensure alignment with customer objectives.
• Drive customer value and retention by:
• Monitoring customer health, usage, and engagement metrics.
• Proactively identify risks and opportunities to improve retention.
• Develop and execute success plans aligned with customer objectives.
• Act as a customer advocate within the organization, escalating issues to the appropriate teams when necessary and ensuring timely resolution to maintain positive customer engagement.
• Support internal training and process improvement initiatives to enhance the customer experience across the Systems Business Unit.

Qualifications

• 5-7 years of experience in customer success, account management, or a related customer-facing role, preferably in industrial automation or systems integration.
• Knowledge of Emerson systems and solutions (e.g., DeltaV, or other automation platforms) is highly preferred.
• Exceptional interpersonal and communication skills to maintain strong customer relationships.
• Balance multiple accounts and priorities while meeting deadlines.
• Proficiency with CRM tools and customer success platforms (SalesForce).