Customer Success Manager - CSM

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.

• 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.