Customer Success Manager

Emerson•Austin, TX

1d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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