Global Customer Success Manager

Emerson; Leicester; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading technology firm in Leicester seeks a Global Customer Success Manager to drive customer engagement and satisfaction for key Life Sciences accounts. The ideal candidate has over 10 years of experience in the industry and a strong background in customer success strategies. You will collaborate with various teams to ensure the successful adoption of products while championing customer needs. A Bachelor's degree is essential, with a preference for candidates holding an MBA.

Benefits

Mentorship opportunities

Career development programs

Inclusive workplace culture

Qualifications

• 10+ years of experience in the Life Sciences industry.
• 8+ years in customer success or account management.
• Ability to travel up to 25% for global engagements.

Responsibilities

• Lead the Customer Success strategy for global Life Sciences accounts.
• Facilitate meetings with senior stakeholders.
• Partner with Emerson account team members to complete strategies.
• Define customer KPIs and provide insights.

Skills

Customer Success strategy development

Stakeholder engagement

Empathy and critical thinking

Written and verbal communication

Education

Bachelor’s Degree in Engineering or technical field

Job description

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 aGlobal Customer Success Manager (GCSM).
In this role, 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 positive relationships to champion the customer’s voice and achieve their goals with Emerson’s innovative solutions.
If you are passionately motivated to make a difference and deliver outstanding work in driving progress, we encourage your application.

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's requirements and facilitating meetings with senior stakeholders that review progress, share key insights, and align on future actions.
• Establishing yourself as a trusted advisor, demonstrating 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 complete overall account strategies.
• Orchestrating a worldwide network of Sales, Marketing, Professional Services, Product, Operations, and Support functions to resolve issues, handle partner concerns, and advise product development of potential improvements.
• Defining and reporting customer achievement of key performance indicators, providing insights both internally and to customer partners.
• 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 partners. 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
• A minimum of 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

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.