Customer Success Manager

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. 

Proficiency & Self Service 

• 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 

Adoption 

• 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 

Sponsors & End Users 

• 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 

Expansion & Renewal 

• 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 

Who You Are:

• 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 
• Experience working with enterprise customers in technical environments 
• Strong communication, presentation, and stakeholder management skills 
• Ability to manage multiple accounts and programs simultaneously 
• US Citizenship is required for this role  

Preferred Qualifications that Set You Apart

• 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. 

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

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