The Scaled Customer Success Manager at Emerson’s T&M division is responsible for driving value and outcomes across a large portfolio of accounts (25+) with scalable engagements and activities. This role ensures customers realise the full potential of T&M’s solutions through a mix of proactive outreach, lifecycle management, and data-informed insights.

As a trusted advisor, the Scaled CSM builds relationships with key stakeholders across multiple accounts, helping customers achieve their business goals while improving adoption, satisfaction, and retention. 

 

In this Role, Your Responsibilities Will Be:

Managing a large portfolio of accounts (25+) throughout all phases of the customer life-cycle post-deployment Dynamically and proactively engaging with accounts based on health metrics and triggers. Collaborating with Sales team to expand customer relationships, ensure renewals and expansions Stakeholder Onboarding, post-sales entitlement and software promotion, engagement content creation and customisation.  Inform customers of T&M product roadmap & provide continuous customer feedback to Product team on features that will help drive customer outcome realisation.

 

Who You Are: You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels. You manage your time well with independent work and are able to balance the interests of multiple stakeholders across a large accounts list. 

 

For this Role, You will Need:

3+ years of customer success experience in a SaaS organisation, or similar customer facing role(s). Broad knowledge and experience in the automated test industry is desired Excellent communication skills and ability to adapt narrative to different stakeholders Comfort establishing credibility with key customer decision makers, influencers, and end-users of varying levels of the organisation.

Preferred qualifications that Set You Apart: 

Bachelor’s Degree or Equivalent Experience 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 competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.