Senior Customer Success Manager

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.

As a Senior Customer Success Manager (Enterprise AI & Automation) at Ema, you will be the driving force behind successful implementations of agentic AI workflows, ensuring enterprise customers realize the full value of Ema's solutions. You will act as the primary liaison between customers and Ema's internal teams, holding all the threads across project management, stakeholder communication, technical issue resolution, and AI workflow maintenance.

This role demands strong technical project management, the ability to proactively identify and mitigate risks, and a deep understanding of AI Employees—including how to evaluate and optimize them from the customer's perspective. The TAM will also determine when to engage internal teams (e.g., AI Application Engineering) to resolve issues or improve performance.

This is a high-ownership, high-impact role ideal for someone who excels in fast-moving environments, enjoys solving complex challenges, and is passionate about transforming enterprise workflows with AI.

 1. Project Management & Implementation

• Lead end-to-end implementation of Ema's agentic AI workflows for enterprise customers.

• Own the entire project lifecycle—from kickoff, planning, execution, risk mitigation, and go-live to post-deployment optimization.

• Identify and mitigate technical, stakeholder, and business risks proactively, ensuring successful customer adoption.

• Serve as the single point of contact for all implementation-related deliverables, setting clear expectations with both internal and external stakeholders.

• Work closely with engineering and solution engineering teams to resolve technical roadblocks swiftly.

2. AI Employee Maintenance & Evaluation

• Continuously monitor AI Employees' performance, ensuring they meet customer expectations and business objectives.

• Establish clear evaluation criteria from the customer's perspective and proactively address performance gaps.

• Determine when to engage internal teams (e.g., AI Application Engineering, Data Science) to improve AI Employee functionality or resolve technical issues.

• Analyze customer usage patterns and feedback to recommend optimizations for better accuracy, efficiency, and automation.

3.  Customer Training & Enablement

• Train and educate customers on how to effectively utilize AI Employees and agentic AI workflows.

• Develop comprehensive training materials, conduct workshops, and offer hands-on guidance to drive adoption.

• Monitor adoption rates and user engagement, identifying potential roadblocks early and addressing them proactively.

4. Customer Relationship Management & Retention

• Act as a strategic advisor, helping customers maximize ROI from Ema's solutions.

• Monitor customer satisfaction and identify risks to retention, working proactively to ensure long-term engagement.

• Run business reviews (QBRs) and success check-ins with key stakeholders to align on objectives and ensure continued value realization.

• Identify upsell and cross-sell opportunities, collaborating with the Sales team to expand product adoption.

5. Communication & Stakeholder Management

• Bridge technical and business teams, translating customer requirements into actionable solutions.

• Lead structured internal escalations, ensuring that the right stakeholders are engaged at the right time.

• Manage stakeholder expectations effectively, ensuring alignment between customer needs and Ema's roadmap.

• Communicate complex technical issues to non-technical stakeholders in an accessible way.

• Experience: 5+ years in a Technical Account Manager, Customer Success, or Solutions Architect role within Enterprise SaaS or AI platforms.

• Technical Expertise: Strong understanding of AI technologies, cloud services, and enterprise integrations.

• Customer Engagement: Proven track record of building strategic relationships with enterprise customers, particularly in high-stakes, complex environments.

• Problem Solving & Strategic Thinking: Strong analytical skills with the ability to identify customer pain points, develop strategic solutions, and drive business value.

• Communication Skills: Exceptional verbal and written communication skills, with the ability to simplify complex technical concepts for diverse stakeholders.

• Customer-Centric Mindset: Passionate about delivering value and building long-term customer success stories.

• Adaptability & Ownership: Ability to thrive in a fast-paced startup environment with a high degree of ownership, urgency, and a bias for action.

• Be at the forefront of revolutionizing enterprise productivity with agentic AI technology.

• Work with a world-class team of industry veterans and innovators who are passionate about building the future of work.

• Opportunity to grow with a high-impact, high-ownership role that directly influences customer success and product direction.

• Hybrid work environment with flexible work arrangements in Silicon Valley and Bangalore.

• Competitive salary and performance-based bonuses.

• High Bar on Quality: We value excellence and expect everyone to deliver exceptional work.

• Ownership and Accountability: We love self-starters who take full ownership and solve problems without waiting for permission.

• Impact-Driven Approach: We measure the impact of everything we do and set aggressive goals to drive meaningful outcomes.

• Team Collaboration and Growth: We encourage continuous learning, knowledge-sharing, and growing together as a team.

• No Hierarchy, Just Execution: We don't have traditional manager roles; everyone is expected to contribute as an individual contributor (IC) while collaborating effectively.

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits and wellness programs.

• Opportunities for personal and professional growth.

• Dynamic and inclusive work environment.

Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.