Customer Engagement Manager

Ema is building the world’s leading Agentic AI platform to transform enterprise productivity. The Customer Engagement Manager owns a portfolio of strategic enterprise accounts end-to-end: every engagement, every outcome, every relationship, every expansion opportunity. Think of this as the McKinsey Associate Partner model applied to enterprise AI delivery.

Responsibilities

Own accounts end-to-end; Be the single point of contact for any problem; Maintain a holistic view of each account; Run account planning; Staff and direct delivery teams; Oversee delivery quality across all engagements; Manage cross-engagement dependencies within an account; Serve as the delivery escalation point; Own post-go-live outcomes; Run regular usage readouts; Separate product gaps from process, training, or expectation gaps; Drive continuous improvement cycles; Communicate outcomes in business language; Run QBRs with VP/C-level stakeholders; Navigate internal customer politics; Communicate bad news credibly; Handle C-level escalations; Grow book through outcome-driven expansion; Identify new use cases; Know when to push for expansion vs. stabilize; Co-sell with Sales; Act as voice of customers to Product and Core Engineering; Identify cross-customer patterns; Partner with Product on customer-facing roadmap discussions; Coach Engineering Leads and Implementation Managers; Promote shared standards and best practices; Build reusable account-level assets.

Requirements

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 — not individual projects within someone else’s account; Track record managing or directing delivery teams (Engineering Leads, TPMs, consultants) assigned to their accounts; Post-go-live outcome ownership: measured ROI, tracked adoption, driven continuous improvement, and rebuilt trust after production issues; Commercial accountability: grown account revenue through outcome-driven expansion, not just retention; Enterprise stakeholder management at VP/C-level across multiple concurrent accounts; Production track record — beyond POCs. Scale and accountability required.

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 (delivering through consulting partners to end clients); Familiarity with enterprise integrations (APIs, auth, CRM/HRIS/ITSM platforms) at a judgment level, not implementation level; Experience in a scaling startup ($5M–$50M ARR) where account management practices were being built, not inherited.

Benefits

Variable compensation; Equity; Benefits