Head of Customer Engagement

Ema Unlimited
San Francisco
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 12+ yearsSkills: ["Leadership","Coaching","Composure","Technical fluency","Commercial judgment","Outcome-orientation"]

Lead and scale the global Customer Engagement team, owning delivery from signed SOW through go-live, stabilization, adoption, and measurable value realization. Serve as player-coach and senior delivery operator for flagship enterprise accounts, codifying repeatable engagement methodology, governance rhythms, and escalation handling. Drive portfolio outcomes and KPIs (time-to-value, deployment velocity, adoption, stabilization quality) while partnering with Sales on renewal and expansion utilization/NRR.

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FursaFursa
Ema Unlimited
Ema Unlimited
5 days ago

Head of Customer Engagement

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead and scale the global Customer Engagement team, owning delivery from signed SOW through go-live, stabilization, adoption, and measurable value realization. Serve as player-coach and senior delivery operator for flagship enterprise accounts, codifying repeatable engagement methodology, governance rhythms, and escalation handling. Drive portfolio outcomes and KPIs (time-to-value, deployment velocity, adoption, stabilization quality) while partnering with Sales on renewal and expansion utilization/NRR.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Lead, coach, and scale the global Customer Engagement Managers team across geographies; set hiring bar, interview loop, and career ladder.
  • •Personally anchor delivery for strategic flagship accounts, staying close to execution to ensure judgment and credibility.
  • •Codify customer engagement methodology from go-live through hypercare, stabilization, and steady state, including cadence, readiness gates, and change-management/adoption playbooks.
  • •Own portfolio outcomes and metrics (time-to-value, deployment velocity, production go-lives, adoption/utilization, stabilization quality, value realization) and report to the executive team.
  • •Decide capacity/delivery economics across embedded, scaled/pooled, and partner-led delivery motions; run executive sponsorship and escalation ownership for top accounts.
Travel: Medium travel

Pay and Benefits

Equity and Bonus:Equity

Key Requirements

  • •12+ years in enterprise delivery (professional services, implementation, forward-deployed engineering, or technical customer success) with 4+ years leading customer-facing delivery teams.
  • •Shipped AI, automation, or workflow-orchestration systems to production for enterprise customers, including hypercare, stabilization, adoption, and outcomes after go-live.
  • •Built a function: hired and developed delivery talent, created playbooks/methodologies, and scaled delivery across growth.
  • •Technically fluent in modern AI systems (LLMs, RAG, agents, evaluations, human-in-the-loop design, enterprise integrations and APIs) to de-risk delivery decisions.
  • •Commercially literate: owned or heavily influenced scoping, capacity planning, utilization, and renewal/expansion outcomes.
Experience:12+ yearsEnterprise deliveryAIAutomationWorkflow orchestrationTechnical customer success
Skills:LeadershipCoachingComposureTechnical fluencyCommercial judgmentOutcome-orientation
Tech Stack:LLMsRAGAgentsEvaluationsHuman-in-the-loopEnterprise integrationsAPIs

Company Brief

Ema Unlimited
Builds an enterprise agentic AI platform (Ema) that creates AI employees to automate complex workflows across customer support, HR, finance and other functions, with a focus on security, compliance, and model fusion for high accuracy.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Growth: Early Stage Startup
Funding: Series A
Headquarters: San Francisco, United States
Founded: 2023
Glassdoor
Glassdoor: 1.5
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