Customer Success Manager - Remote

About the role

Customer Success Managers (CSM) are responsible for driving customer adoption, value realization, and long-term success across a portfolio of Aerospace, Defense, and US Government accounts. CSMs lead customers through an end-to-end toolchain lifecycle—from onboarding and proficiency development through adoption, expansion, and renewal —ensure the full value of NI products and solutions are realized and their business goals are ultimately successful. The role blends customer advocacy, product expertise, and targeted relationship development to accelerate outcomes, reduce risk, and identify growth opportunities within the account.

Responsibilities

• Develop and deploy proficiency plans for new and experienced users
• Embed NI collateral and best practices into account learning & development programs
• Integrate NI workflows into customer onboarding processes
• Deliver workshops and training sessions to reinforce best practices
• Drive structured onboarding and global user proficiency programs
• Lead hyper care support for pilot expansions and deployments
• Develop and execute software deployment strategies with customer sponsors
• Customize access, enablement, and workflows to align with account needs
• Monitor and respond to support trends and adoption barriers
• Track success metrics and ensure customers achieve measurable ROI
• Ensure pre-go-live readiness and successful launch outcomes
• Develop engagement strategies for executive sponsors and stakeholders
• Define and execute end-user insight capture and outreach strategies
• Build structured engagement cadences (meetings, communications, on-site visits)
• Translate customer needs into actionable plans
• Deliver QBRs and executive reviews to communicate value
• Assess whitespace and develop account expansion strategies
• Build success collateral to support growth and expansion
• Identify and actively manage customer risks and churn signals
• Equip sales teams with renewal positioning and negotiation insights
• Leverage sponsor relationships to mitigate renewal risk

Requirements

You introduce new ways of looking at problems. You partner with others to get work done. You are confident under pressure. For this role, you will need:

• Bachelor’s degree in engineering, math, physics, or technology
• 4+ years of experience in technical roles relevant to test engineering, software development, or comparable customer-facing roles
• Experience with Test & Measurement products and systems
• 30% of travel required
• Strong communication, presentation, and stakeholder management skills
• Ability to manage multiple accounts and programs simultaneously

Preferred Qualifications

• Knowledge of software deployment, lifecycle management, and adoption strategies
• Understanding of software architecture, cloud environments, and on-premises IT landscapes
• Experience delivering training, workshops, or enablement programs
• Familiarity with CRM tools (e.g., Salesforce) and customer success metrics
• Demonstrated ability to influence executive stakeholders and drive expansion
• Experience with Aerospace, Defense, and Government Customers

Total Rewards

Philosophy: At Emerson, our employee's passion for innovation and results drives our success. We actively pursue new technologies, capabilities and approaches to drive tangible value for our customers. To reward this passion for innovation and results, Emerson makes meaningful investments in our people. We provide competitive compensation, integrated benefits offerings and fulfilling career journeys that support the growth of each employee. We firmly believe that when Emerson is successful in achieving its operational and financial goals, our employees share in the company's success. The salary range for this role is $135-153k annually, plus a variable bonus, commensurate with the skills, talent, capabilities, and experience each candidate brings to the role.

Culture & Commitment to You

We are committed to providing a workplace free of any discrimination or harassment. Accessibility Assistance or Accommodation If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .

About Emerson

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability. With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety. We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go! No calls or agencies please.