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Ema is building an Agentic AI platform to transform enterprise productivity. Founded by former executives from Google, Coinbase, Flipkart, and Okta, the company is backed by Accel, Naspers/Prosus, Section32, and angels including Sheryl Sandberg and Dustin Moskovitz. Headquartered in Silicon Valley with offices in London, Bangalore, and Vancouver, Ema deploys real AI systems that run business processes at scale.
As Head of Customer Engagement, you are a player-coach leading Ema's global Customer Engagement team (US, India, UK) while personally anchoring one or two flagship accounts. You report to the executive team and sit in the Bay Area, close to major customers and GTM leadership.
You will own five core areas: (1) Team leadership—hiring, coaching, and scaling CEMs into calm, technically fluent delivery operators; (2) Flagship delivery—personally managing strategic accounts to keep judgment sharp and credibility real; (3) Methodology—codifying the engagement operating system from go-live through hypercare, stabilization, and steady state, including onboarding cadence, support models, change management, and value-realization frameworks; (4) Portfolio outcomes—owning metrics like time-to-value, deployment velocity, go-lives, adoption, stabilization quality, and value realization, reported weekly to executives; (5) Capacity and delivery economics—deciding which accounts get embedded 1:1 delivery, scaled motions, or partner delivery, and driving scoping discipline with Sales.
You will also serve as the senior escalation point and executive sponsor for customer relationships, running QBR/EBR rhythms for top accounts and marshaling Engineering, Product, and Infrastructure resources when needed.
Success in 12 months means: CEM team scaled with consistent hiring bar and uniform delivery quality; documented delivery methodology adopted across pods and geographies; portfolio metrics visible weekly with adoption trending up; fewer escalations requiring founder involvement; renewal and expansion conversations starting from delivery strength.
Required: 12+ years in enterprise delivery (professional services, implementation, forward-deployed engineering, or technical customer success) with 4+ years leading customer-facing delivery teams. You have shipped AI, automation, or workflow-orchestration systems to production and owned post-go-live outcomes. You have built functions—hiring talent, creating playbooks, scaling teams. You are technically fluent in modern AI systems (LLMs, RAG, agents, evaluations, human-in-the-loop design, enterprise integrations). You are commercially literate in scoping, capacity planning, utilization, and renewal/expansion. You are calm under pressure, low ego, and outcome-oriented. Background in enterprise AI, automation, or platform companies (UiPath, Automation Anywhere, Glean, Moveworks, Aisera, Kore.ai) is valued.
