Ema

Customer Engagement Manager

San Francisco Bay Area. Posted 7 months ago

The role

The Customer Engagement Manager owns a portfolio of strategic enterprise accounts end-to-end. This role combines delivery orchestration, outcome ownership, customer leadership, and commercial growth.

What you will do

  • Own accounts end-to-end including engagements, outcomes, relationships, and expansion opportunities.
  • Serve as the single point of contact for customers regarding delivery, quality, adoption, escalation, or expansion.
  • Staff and direct delivery teams including Engineering Leads, Implementation Managers, and AI Application Engineers.
  • Oversee delivery quality and review solution architectures.
  • Manage cross-engagement dependencies within an account.
  • Serve as the delivery escalation point and coordinate fixes across Engineering and Product.
  • Own post-go-live outcomes such as adoption, ROI, accuracy, and user trust.
  • Run regular usage readouts and drive continuous improvement cycles.
  • Run QBRs with VP/C-level stakeholders.
  • Grow the book through outcome-driven expansion and co-selling with Sales.

Required qualifications

  • 15+ years in enterprise technology delivery, consulting, account management, or customer leadership.
  • 5+ years owning enterprise accounts end-to-end: delivery, outcomes, relationship, and growth.
  • Track record managing or directing delivery teams assigned to accounts.
  • Post-go-live outcome ownership: measured ROI, tracked adoption, driven continuous improvement, and rebuilt trust.
  • Commercial accountability: grown account revenue through outcome-driven expansion.
  • Enterprise stakeholder management at VP/C-level across multiple concurrent accounts.
  • Production track record beyond POCs.

Nice to have

  • Experience with AI, automation, or agentic workflow platforms in production.
  • Background at a consulting firm (McKinsey, BCG, Deloitte) or enterprise SaaS PS org (ServiceNow, Salesforce, UiPath) in a delivery-heavy account leadership role.
  • Experience with partner-mediated delivery.
  • Familiarity with enterprise integrations (APIs, auth, CRM/HRIS/ITSM platforms) at a judgment level.
  • Experience in a scaling startup ($5M–$50M ARR) where account management practices were being built.

Benefits

  • Variable compensation
  • Equity
  • Benefits

About the company

Ema builds AI Employees for HR, IT and Finance. The company is headquartered in Silicon Valley with offices in London, Bangalore and Vancouver.