Customer Success Specialist

Emerson; Pune District; Hybrid; INR 900,000 - 1,700,000; Full time

Job summary

Emerson is seeking a Digital Customer Success Specialist to scale customer success across a broad portfolio through data-informed insight, digital engagement and disciplined execution. You will support adoption, value realization, health and renewal readiness through repeatable digital motions, collaborating with account teams and leadership.

The role emphasizes cross-functional teamwork with Sales, Marketing, Product and Support, leveraging Salesforce, Excel and Power BI to deliver clear

Qualifications

• 2 to 4 years in Customer Success or related roles.
• Knowledge of how CSMs support adoption, value realisation, health, retention and renewal readiness.
• Proficiency in Excel and working experience with Salesforce, Power BI or reporting tools; ability to interpret customer data and convert it into clear actions.
• Strong written and verbal communication, with the ability to coordinate stakeholders and present information clearly.
• Ability to work independently, manage changing priorities, and follow through on commitments.
• Experience with digital programmes, content management, online communities, customer feedback or similar scaled engagement activities.
• Bachelor's degree or equivalent in related field; exposure to B2B enterprise software and CS platforms is advantageous.

Responsibilities

• Analyse customer information to identify adoption opportunities, account-health concerns, churn or attrition risks and practical next actions.
• Translate core CSM practices into structured digital programmes that support customers beyond dedicated one-to-one coverage.
• Use approved customer data and system-driven signals to support targeted outreach, awareness sessions, health reviews, technical enablement, campaigns and webinars.
• Support community resources, self-service engagement and Voice of Customer activities based on business priorities.
• Use Salesforce, Excel, Power BI or comparable tools to create clear reporting and enable informed action by account teams and leadership.
• Work with Customer Success, Sales, Marketing, Product, Support, Community, Data and other teams to validate context, coordinate actions and resolve dependencies.
• Maintain accurate documentation and recurring delivery cadences while helping standardise, improve and automate Digital Customer Success processes.

Skills

Customer Success

Analytics

Communication

Collaboration

Education

Bachelor's degree

Tools

Salesforce

Power BI

Excel

Job description

THE ROLE

As a Digital Customer Success Specialist, you will help scale Customer Success across a broad customer portfolio through data-informed insight, digital engagement and disciplined execution. You will support adoption, value realisation, customer health and renewal readiness through repeatable digital Customer Success motions. This is a broad role rather than one limited to a single current workstream, and it offers opportunities to work with account teams, cross-functional stakeholders and leadership as Digital Customer Success priorities evolve.

YOUR IMPACT

• Customer health and renewal readiness: Analyse customer information to identify adoption opportunities, account-health concerns, churn or attrition risks and practical next actions.
• Scalable Customer Success: Translate core CSM practices into structured digital programmes that support customers beyond dedicated one-to-one coverage.
• Proactive digital engagement: Use approved customer data and system-driven signals to support targeted outreach, awareness sessions, health reviews, technical enablement, campaigns and webinars.
• Community and customer feedback: Support community resources, self-service engagement and Voice of Customer activities based on business priorities.
• Insight and reporting: Use Salesforce, Excel, Power BI or comparable tools to create clear reporting and enable informed action by account teams and leadership.
• Cross-functional collaboration: Work with Customer Success, Sales, Marketing, Product, Support, Community, Data and other teams to validate context, coordinate actions and resolve dependencies.
• Operational improvement: Maintain accurate documentation and recurring delivery cadences while helping standardise, improve and automate Digital Customer Success processes without reducing quality or sound judgement.

WHAT YOU WILL NEED

• Experience: 2 to 4 years in Customer Success, Customer Success operations, digital customer engagement, customer analytics, business analysis, customer marketing, community operations or a comparable role.
• Customer Success understanding: Knowledge of how CSMs support adoption, value realisation, customer health, retention and renewal readiness.
• Analytical capability: Proficiency in Excel and working experience with Salesforce, Power BI or comparable CRM and reporting tools; ability to interpret customer data and convert it into clear actions.
• Communication and collaboration: Strong written and verbal communication, with the ability to coordinate stakeholders and present information clearly to account teams, cross-functional partners and leadership.
• Ownership and adaptability: Ability to work independently, organise incomplete inputs, manage changing priorities, follow through on commitments and escalat appropriately.
• Digital engagement exposure: Experience with customer outreach, digital programmes, content management, online communities, customer feedback or similar scaled engagement activities.
• Education and preferred exposure: Bachelors degree or equivalent relevant experience in a related field. Experience in B2B enterprise software and exposure to Customer Success platforms, community platforms, Power Query, SQL, automation or customer-health models are advantageous.