Senior Customer Success Manager

About Ema

Ema is redefining how work gets done by building the next generation of agentic AI technology that empowers every employee to be their most creative and productive. Our Universal AI Employee automates repetitive tasks, enabling enterprises to focus on strategic initiatives.

Founded by ex-Google, Coinbase, and Okta executives and backed by the world's top investors and angels, Ema is well-positioned to revolutionize enterprise productivity. We are headquartered in Silicon Valley, with a growing team in Bangalore. Our hybrid work environment encourages innovation and collaboration across geographies.

Role Overview

Ema is hiring Senior Customer Success Managers (CSMs) to lead the post-sales success and expansion of enterprise AI automation programs.
As the trusted technical advisor for our customers, you'll ensure that Ema's agentic AI solutions deliver measurable business value, drive workflow automation, and scale efficiently across complex enterprise environments.

You'll work closely with Solution Architects, Technical Program Managers, and Product teams to ensure seamless deployment, optimization, and continuous adoption of AI-driven workflows across Healthcare, IT, HR, finance, and customer support domains.

This role is ideal for experienced technical customer success and account management professionals who combine business acumen, deep technical understanding, and enterprise relationship management to help customers transform their operations using AI.

Key ResponsibilitiesCustomer Success & Technical Advisory

• Act as the primary post-sales technical point of contact for enterprise customers, ensuring successful deployment and adoption of Ema's AI solutions.

• Develop a deep understanding of each customer's business objectives, workflows, and success metrics.

• Translate technical insights into measurable business outcomes — demonstrating ROI through efficiency, accuracy, and cost savings.

• Proactively identify opportunities for workflow optimization, automation expansion, and product enhancement.
  

Account Management & Retention

• Build and maintain long-term, trusted relationships with enterprise stakeholders — from C-suite executives to technical leads.

• Drive renewal and expansion by demonstrating ongoing AI impact and aligning solutions with evolving business needs.

• Conduct Quarterly Business Reviews (QBRs) and success assessments with customers, highlighting performance, impact, and roadmap alignment.

• Partner with sales and product teams to identify upsell opportunities based on adoption data and customer goals.
  

Technical Ownership & Solution Optimization

• Lead the technical success plan for each customer account — including integration validation, workflow configuration, and AI model performance tracking.

• Collaborate with Solution Architects and TPMs to ensure smooth handoff from deployment to post-implementation management.

• Troubleshoot customer issues across integrations, APIs, and AI workflows; coordinate with engineering for resolution.

• Drive ongoing improvements in automation accuracy, response quality, and workflow reliability.
  

AI Governance & Compliance

• Ensure adherence to enterprise security, compliance, and governance requirements (e.g., SOC 2, HIPAA, GDPR, PCI-DSS).

• Guide customers on responsible AI use, data privacy best practices, and performance monitoring frameworks.

• Maintain clear documentation of integrations, configurations, and AI performance benchmarks.
  

Cross-Functional Collaboration

• Partner with Product, Engineering, and Data teams to advocate for customer needs and influence product roadmap decisions.

• Contribute to internal playbooks, success frameworks, and best practices for scaling AI adoption.

• Support sales in strategic pre-sales engagements where existing customer success stories can drive expansion.
  

Required Qualifications and SkillsMust-Have Experience

• 12+ years in customer success management, customer success engineering, or solution consulting for enterprise SaaS, AI, or automation products.
  Proven track record of managing Fortune 500 or large enterprise customers through complex technical engagements.

• Strong understanding of AI-driven automation, LLM-based solutions ecosystems

• Familiarity with cloud environments (AWS, GCP, Azure) and enterprise platforms (Salesforce, ServiceNow, Workday, SAP, Oracle).

• Experience with API integrations, workflow orchestration, and post-deployment optimization.

• Exceptional stakeholder management skills — capable of balancing technical problem-solving with executive communication.
  

Preferred Qualifications

• Background in AI/ML, process automation, or digital transformation programs.

• Certifications in AWS/GCP/Azure, PMP, or Customer Success Management (CSM).

• Exposure to data governance and compliance in regulated industries (finance, healthcare, insurance).

• Experience working in fast-moving, high-growth startups or scaling enterprise AI deployments.
  

Why Join Ema

• Be at the forefront of AI innovation, shaping the future of enterprise productivity.

• Work with world-class engineers, AI researchers, and product leaders.

• High-ownership role with visibility across Ema's most strategic technical programs.

• Hybrid work model enabling global collaboration between Silicon Valley and Bangalore.

• Competitive compensation, performance-based bonuses, and rapid career growth opportunities.
  

Ema's Culture & Values

• High Bar on Quality – We value excellence and expect world-class execution.

• Ownership & Accountability – We take full responsibility for our work and outcomes.

• Impact-Driven Approach – We measure success through tangible, customer-facing impact.

• Team Collaboration & Growth – We foster learning, mentorship, and shared success.

• No Hierarchy, Just Execution – We move fast, stay humble, and focus on results.

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