Head of Customer Success

About Ema

Ema is building the world's leading Agentic AI platform to transform enterprise productivity. We enable organizations to delegate repetitive tasks to Ema, the Universal AI Employee, delivering 10x gains in workforce efficiency, across functions. Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from premier tech companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs.

We are backed by industry leading investors including Accel, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. Headquartered in Silicon Valley and with offices in London, Bangalore and Vancouver, Ema is at the frontier of what Agentic AI can do in production - we ship real systems that run real business processes at scale.

The Role

Customer Engagement is where Ema's promises become production systems. Our Customer Engagement Managers own delivery from signed SOW through go-live, stabilization, adoption, and value realization - across direct enterprise customers and partner-led deployments with global SIs. The function works; now it needs a leader to scale it.

As Head of Customer Engagement, you are a player-coach. You will lead and grow the global CEM team (US, India, UK), personally anchor one or two flagship accounts, and turn what our best CEMs do instinctively into the operating system for the whole function - the playbooks, the hiring bar, the metrics, and the customer experience. You report to Ema's executive team and sit in the Bay Area, close to our largest customers and GTM leadership.

This is not a pure people-management role, a support leadership role, or a services-coordination role. You are the senior-most delivery operator in the company: the person customers trust when stakes are high, the escalation point engineers respect, and the leader who decides how agentic AI gets delivered by Ema.

What You Will Own

1. The team. Lead, coach, and scale the global Customer Engagement team. Define the hiring bar and interview loop, recruit relentlessly, build the career ladder, and develop CEMs into the calm, polished and technically fluent delivery operators we need. Our best CEMs combine hands-on production AI delivery, business-process fluency, and composure under pressure, you will hire and grow more of them.

2. Flagship delivery. Personally anchor delivery for some of Ema’s most strategic accounts. You stay close enough to the work to keep your judgment sharp and your credibility real with customers and with your team.

3. The methodology. Codify how Ema engages customers from go-live through hypercare, stabilization, and steady state. Build the operating system that makes delivery repeatable: a standardized engagement cadence (onboarding, weekly syncs, steering, QBRs); a hypercare and support model that resolves issues fast and hands off cleanly to steady state; a change-management and adoption playbook so deployed agents get used; and a value-realization framework tied to each customer's business case. Replace one-off heroics with repeatable patterns: templates, readiness checklists, an agentic maturity model, and retrospectives that change practice

4. Portfolio outcomes. Own the function's metrics and report them to the executive team: time-to-value, deployment velocity, production go-lives, adoption and utilization, stabilization quality, and value realization. Partner with Sales on renewal and expansion utilization of the deployed base is the leading indicator of NRR, and you own it.

5. Capacity and delivery economics. Decide which accounts get embedded 1:1 delivery, which run through scaled or pooled motions, and which are delivered through partners (global SIs deliver Ema into their end clients you will co-own that motion). Drive engagement scoping discipline with Sales so we sell what we can ship.

6. Executive sponsorship and escalations. Be the senior face of Ema delivery to customer executives. Run the QBR/EBR rhythm for top accounts. When deliveries wobble, you are the one-face-to-the-customer escalation owner with the authority to marshal Engineering, Product, and Infrastructure.

What Success Looks Like in 12 Months

• The CEM team has scaled with a consistent hiring bar, and delivery quality is measurably more uniform across pods and geographies.

• A documented delivery methodology exists and is used - new CEMs ramp in weeks, not quarters; go-live readiness is a gate, not a debate.

• Portfolio metrics (time-to-value, adoption, stabilization quality) are visible weekly to the exec team, and adoption on the deployed base is trending up.

• Escalations are rarer, caught earlier, and resolved without founder involvement.

• Renewal and expansion conversations start from delivery strength, not delivery apology.

Who You Are

• 12+ years in enterprise delivery - professional services, implementation, forward-deployed engineering, or technical customer success - with 4+ years leading customer-facing delivery teams.

• You have shipped AI, automation, or workflow-orchestration systems to production for enterprise customers - and owned what happened after go-live: hypercare, stabilization, adoption, outcomes.

• You have built, not just run, a function: hired and developed delivery talent, created playbooks and methodologies, and scaled a team through growth.

• You are technically fluent in modern AI systems - LLMs, RAG, agents, evaluations, human-in-the-loop design, enterprise integrations and APIs - deeply enough to de-risk delivery decisions and call infeasibility early.

• You are commercially literate: you have owned or heavily influenced scoping, capacity planning, utilization, and renewal/expansion outcomes.

• You are calm under pressure, low ego, and outcome-oriented. Delivery problems stop with you. You reduce chaos, you don’t amplify it.

• Background at enterprise AI, automation, or platform companies (e.g., UiPath, Automation Anywhere, Glean, Moveworks, Aisera, Kore.ai, ServiceNow, Palantir, Salesforce, or comparable) or at fast-scaling startups delivering into the enterprise.

Location: San Francisco Bay Area, with regular travel to customers and to our other locations in London and Bengaluru (expect 25-40% travel).

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

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.