Ema

Customer Engagement Manager

India - Bengaluru. Posted 4 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 and Product Managers
  • 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.