Global Customer Success Manager

If you are a Customer Success professional who is passionate about helping customers achieve exceptional outcomes on a global scale, Emerson has an exciting opportunity for you!  

We are seeking an experienced leader to drive overall engagement, satisfaction, and retention of installed software on key Life Sciences accounts at an enterprise level as a Global Customer Success Manager (GCSM).  You will be a key member of the account team collaborating across Sales, Marketing, Services, Product, Operations, and Support to resolve issues, surface insights, and expand value.  You will also foster trusted relationships to champion the customer’s voice and achieve their goals with Emerson’s innovative solutions. 

In This Role, Your Responsibilities Will Be:

• Leading the overall Customer Success strategy for assigned global Life Sciences accounts, ensuring the successful adoption and use of Emerson products, by co-developing Success Plans with customers and marshalling Emerson resources in support.
• Engaging in proactive communication tailored to customer needs and facilitating meetings with senior team members to review progress, share key insights and align on next steps.
• Establishing yourself as a trusted advisor, using empathy, critical thinking, and active listening to understand customer needs and provide tailored solutions.
• Partnering with Emerson account team members, including the Global Strategic Account Leader (GSAL), Site Account Managers (SAM), Site Success Managers (SSM), and Product Success Managers (PSM) to achieve overall account strategies.
• Orchestrating a worldwide network of Sales, Marketing, Professional Services, Product, Operations, and Support functions to resolve issues, manage escalations, and inform product development of potential improvements.
• Defining and reporting customer achievement of key performance indicators, providing insights both internally and to customers.
• Championing customer needs by listening, raising key insights, and sharing feedback throughout the global Emerson organization. 

Who You Are:

You deliver messages in a clear, compelling, and concise manner, adjusting content and style to meet the needs of diverse collaborators.  You anticipate customer needs and provide services that are beyond customer expectations.  You set objectives to align with broader organizational goals.  You steer through the organizational maze to get things done.

For This Role, You Will Need:

• Bachelor’s Degree in Engineering or technical field and 10+ years of experience in the Life Sciences industry
• 8+ years of relevant experience in customer success, account management, business development, and/or a customer facing leadership role. 
• Ability to travel up to 25%, as required for global account engagements
• Excellent written and verbal communication skills
• Legal Authorization to work in the US without sponsorship now or in the future

Preferred Qualifications that Set You Apart:

• MBA
• Global account leadership experience leading cross-functional teams
• Experience with delivery of software-based solutions at an enterprise scale

Our Culture and 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.​

Learn more about our Culture & Values. ​

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