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 Overvie

wEma 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 Responsibiliti

es
Customer Success & Technical Advis

• oryAct as the primary post-sales technical point of contact for enterprise customers, ensuring successful deployment and adoption of Emas AI solutio
• ns.Develop a deep understanding of each customer's business objectives, workflows, and success metri
• cs.Translate technical insights into measurable business outcomes demonstrating ROI through efficiency, accuracy, and cost savin
• gs.Proactively identify opportunities for workflow optimization, automation expansion, and product enhanceme

nt.Account Management & Retent

• ionBuild and maintain long-term, trusted relationships with enterprise stakeholders from C-suite executives to technical lea
• ds.Drive renewal and expansion by demonstrating ongoing AI impact and aligning solutions with evolving business nee
• ds.Conduct Quarterly Business Reviews (QBRs) and success assessments with customers, highlighting performance, impact, and roadmap alignme
• nt.Partner with sales and product teams to identify upsell opportunities based on adoption data and customer goa

ls.Technical Ownership & Solution Optimizat

• ionLead the technical success plan for each customer account including integration validation, workflow configuration, and AI model performance tracki
• ng.Collaborate with Solution Architects and TPMs to ensure smooth handoff from deployment to post-implementation manageme
• nt.Troubleshoot customer issues across integrations, APIs, and AI workflows; coordinate with engineering for resoluti
• on.Drive ongoing improvements in automation accuracy, response quality, and workflow reliabili

ty.AI Governance & Complia

• nceEnsure adherence to enterprise security, compliance, and governance requirements (e.g., SOC 2, HIPAA, GDPR, PCI-DS
• S).Guide customers on responsible AI use, data privacy best practices, and performance monitoring framewor
• ks.Maintain clear documentation of integrations, configurations, and AI performance benchmar

ks.Cross-Functional Collaborat

• ionPartner with Product, Engineering, and Data teams to advocate for customer needs and influence product roadmap decisio
• ns.Contribute to internal playbooks, success frameworks, and best practices for scaling AI adopti
• on.Support sales in strategic pre-sales engagements where existing customer success stories can drive expansi

on.Required Qualifications and Ski

lls
Must-Have Experi

• ence12+ years in customer success management, customer success engineering, or solution consulting for enterprise SaaS, AI, or automation produ
• cts.Proven track record of managing Fortune 500 or large enterprise customers through complex technical engageme
• nts.Strong understanding of AI-driven automation, LLM-based solutions ecosys
• temsFamiliarity with cloud environments (AWS, GCP, Azure) and enterprise platforms (Salesforce, ServiceNow, Workday, SAP, Orac
• le).Experience with API integrations, workflow orchestration, and post-deployment optimizat
• ion.Exceptional stakeholder management skills capable of balancing technical problem-solving with executive communicat

ion.
Preferred Qualifica

• tionsBackground in AI/ML, process automation, or digital transformation prog
• rams.Certifications in AWS/GCP/Azure, PMP, or Customer Success Management (
• CSM).Exposure to data governance and compliance in regulated industries (finance, healthcare, insura
• nce).Experience working in fast-moving, high-growth startups or scaling enterprise AI deploym

ents.
Why Jo

• in EmaBe at the forefront of AI innovation, shaping the future of enterprise product
• ivity.Work with world-class engineers, AI researchers, and product le
• aders.High-ownership role with visibility across Ema's most strategic technical pro
• grams.Hybrid work model enabling global collaboration between Silicon Valley and Bang
• alore.Competitive compensation, performance-based bonuses, and rapid career growth opportun

ities.
Ema's Culture &

• ValuesHigh Bar on Quality We value excellence and expect world-class exe
• cution.Ownership & Accountability We take full responsibility for our work and ou
• tcomes.Impact-Driven Approach We measure success through tangible, customer-facing
• impact.Team Collaboration & Growth We foster learning, mentorship, and shared s
• uccess.No Hierarchy, Just Execution We move fast, stay humble, and focus on r