Ema · 16 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years expEma is redefining how work gets done by building the next generation of agentic AI technology. As a Senior Customer Success Manager, you will drive successful implementations of AI workflows for enterprise customers, ensuring they realize the full value of Ema’s solutions while acting as the primary liaison between customers and internal teams.
Artificial Intelligence (AI)Customer ServiceEmployee BenefitsGenerative AISoftware
Hiring Manager
Karla Castaneda
Responsibilities
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
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
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
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
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
Qualification
Required
5+ years in a Technical Account Manager, Customer Success, or Solutions Architect role within Enterprise SaaS or AI platforms
Strong understanding of AI technologies, cloud services, and enterprise integrations
Proven track record of building strategic relationships with enterprise customers, particularly in high-stakes, complex environments
Strong analytical skills with the ability to identify customer pain points, develop strategic solutions, and drive business value
Exceptional verbal and written communication skills, with the ability to simplify complex technical concepts for diverse stakeholders
Passionate about delivering value and building long-term customer success stories
Ability to thrive in a fast-paced startup environment with a high degree of ownership, urgency, and a bias for action
Company
Ema
Ema uses AI-powered agents to automate tasks in HR, customer support, and data management, making enterprise workflows more efficient.
51-200 employees
H1B Sponsorship
Ema has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$61M2024-07-31Series A· $36M
2024-03-05Seed· $25M
Leadership Team
Surojit Chatterjee
Founder & CEO
Souvik Sen
Co-Founder and CTO
Recent News
2025-12-18
2025-10-25
2025-09-27
Company data provided by crunchbase