Customer Success Manager (CSM)
At a glance
Mid-level Customer Success role at Emergent Labs. Bangalore.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage enterprise accounts as the main contact, trusted advisor, and owner of retention and growth
- Help customers adopt Emergent, realize value, and maintain strong health and satisfaction
- Track NRR, NPS, and CSAT while addressing account risks, escalations, and expansion opportunities
- Coordinate with Product, Engineering, and internal teams to solve issues and improve customer experience
- Support SMB accounts or non-enterprise NPS and NRR programs when business needs require it
What you bring
- Six to ten years in Customer Success, Key Account Management, Account Management, or a comparable customer-facing role
- Hands-on experience managing enterprise customers and owning retention, expansion, and NRR outcomes
- Experience with NPS, CSAT, or comparable measures of customer satisfaction
- Strong communication, stakeholder management, problem-solving, project management, and cross-functional collaboration skills
Who this fits
You’ll suit a customer-facing manager role centered on enterprise relationships, account growth, and measurable retention outcomes. The work may also cover SMB customers and broader NPS or NRR programs. Because customers are mainly in US and European time zones, your schedule will follow their needs.
From the employer
Emergent builds autonomous coding agents that replace traditional software development by generating, testing, and deploying production applications directly from plain-language intent. Our systems run in production at global scale and are used to build millions of real applications.
Since our public launch, we've crossed $130M in Annualised Revenue and grown to over 10M users across 190+ countries, who have built 12M+ applications on Emergent. We're backed by Creaegis, Khosla Ventures, SoftBank, Lightspeed, Together, Y Combinator, Google, Claypond and Sentinel Global.
We're solving the hard part of AI-driven software creation: correctness, reliability, security, and scale in real production systems. The team is built by repeat founders, Olympiad medalists, IIT & IIM alumni, and leaders from Google, Amazon, and Dropbox.
We're hiring Customer Success Manager who want ownership, speed, and impact at global scale.
What You'll Do:
- Own and manage a portfolio of enterprise customers, acting as their primary point of contact and trusted advisor. However, depending on business requirements, you may also be assigned SMB customers and/or asked to drive NPS and NRR initiatives for our non-enterprise segments.
- For Enterprise customers, drive retention and expansion across accounts, with ownership of NRR and overall account growth.
- Build strong relationships with key stakeholders and ensure customers are successfully adopting and getting value from Emergent.
- Own customer health and satisfaction, including NPS/CSAT, while proactively identifying and managing account risks or escalations.
- Work closely with Product, Engineering, and internal teams to resolve customer issues, drive adoption, and improve the overall customer experience.
- Identify opportunities for expansion and help customers maximize the value they get from Emergent.
What You Bring:
- 6–10 years of experience in Customer Success, Key Account Management, Account Management, or a similar customer-facing role, with experience managing enterprise customers.
- Experience owning retention and expansion, including NRR, along with NPS/CSAT or other customer satisfaction metrics.
- Strong stakeholder management and communication skills, with the ability to build relationships with senior customer stakeholders.
- Excellent problem-solving, project management, and cross-functional collaboration skills.
- A high-ownership mindset and the ability to thrive in a fast-paced, evolving environment.
Let's build the future of software together.
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