EMA · 16 hours ago
AI Outcomes Manager
San Francisco Bay Area, CA
Full-time
Onsite
Senior Level, Lead/Staff
$135K/yr - $220K/yr
12+ years expEma is building the world’s first Universal AI Employee, an agentic AI platform that automates complex enterprise workflows. The AI Outcomes Manager is responsible for post-sales value realization, working closely with various teams to ensure customer success and continuous improvement of AI systems.
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Responsibilities
Own customer success from post-sales handoff through post-go-live
Define and align success metrics, ROI targets, and usage KPIs
Track efficiency gains, accuracy improvements, cost savings, and experience impact
Communicate outcomes through QBRs, exec readouts, and customer newsletters
Own regular customer readouts of AI usage patterns, adoption trends, and workflow performance
Analyze false positives, false negatives, failures, and negative feedback across agent behavior, integrations, and UX
Separate system gaps vs. process, training, or expectation issues
Partner with Value Engineering and AI Implementation teams to drive prioritized improvements across agents, orchestration, prompts, UX, and integrations
Design and execute change-management and rollout plans with customer leadership
Drive adoption across teams, roles, and geographies
Serve as the first escalation point during implementation, go-live, and hypercare
Manage communication across business, IT, security, and executive stakeholders
Identify opportunities for additional SOWs and new use cases
Consultatively sell outcomes using Challenger-style methodologies
Act as the voice of the customer to Product and Engineering
Translate VOC, usage data, and failure patterns into actionable insights
Qualification
Required
12+ years in enterprise customer success, transformation, or solution leadership roles
Proven experience delivering measurable ROI post-implementation
Track record managing large, complex enterprise accounts
Experience working cross-functionally with Product and Engineering teams
Background beyond POCs — production, scale, and accountability are required
Experience with AI, automation, or digital transformation programs
Exposure to regulated or complex enterprise environments
Experience in fast-growing startups or scaling enterprise AI platforms
Familiarity with outcome-based selling or consulting methodologies
Strong understanding of enterprise workflows and process automation
Ability to reason about AI behavior in production, including failure modes and edge cases
Comfort discussing agentic systems, integrations, and UX tradeoffs with credibility
Benefits
Variable compensation
Equity
Benefits
Company
EMA
The EMA is New Zealand's largest business association – bringing members free employment advice, quarterly market briefings, law guides, export opportunities and targeted business training.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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