Head of Customer Engagement

Ema•San Francisco, CA

1d•Hybrid

About The Position

Customer Engagement is where Ema’s promises become production systems. Our Customer Engagement Managers own delivery from signed SOW through go-live, stabilization, adoption, and value realization — across direct enterprise customers and partner-led deployments with global SIs. The function works; now it needs a leader to scale it. As Head of Customer Engagement, you are a player-coach. You will lead and grow the global CEM team (US, India, UK), personally anchor one or two flagship accounts, and turn what our best CEMs do instinctively into the operating system for the whole function — the playbooks, the hiring bar, the metrics, and the customer experience. You report to Ema’s executive team and sit in the Bay Area, close to our largest customers and GTM leadership. This is not a pure people-management role, a support leadership role, or a services-coordination role. You are the senior-most delivery operator in the company: the person customers trust when stakes are high, the escalation point engineers respect, and the leader who decides how agentic AI gets delivered by Ema.

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 — and owned what happened after go-live: hypercare, stabilization, adoption, outcomes.
Built, not just run, a function: hired and developed delivery talent, created playbooks and methodologies, and scaled a team through growth.
Technically fluent in modern AI systems — LLMs, RAG, agents, evaluations, human-in-the-loop design, enterprise integrations and APIs — deeply enough to de-risk delivery decisions and call infeasibility early.
Commercially literate: have owned or heavily influenced scoping, capacity planning, utilization, and renewal/expansion outcomes.
Calm under pressure, low ego, and outcome-oriented.
Background at enterprise AI, automation, or platform companies (e.g., UiPath, Automation Anywhere, Glean, Moveworks, Aisera, Kore.ai, ServiceNow, Palantir, Salesforce, or comparable) or at fast-scaling startups delivering into the enterprise.

Responsibilities

Lead, coach, and scale the global Customer Engagement team. Define the hiring bar and interview loop, recruit relentlessly, build the career ladder, and develop CEMs into the calm, polished and technically fluent delivery operators we need.
Personally anchor delivery for some of Ema’s most strategic accounts.
Codify how Ema engages customers from go-live through hypercare, stabilization, and steady state. Build the operating system that makes delivery repeatable: a standardized engagement cadence (onboarding, weekly syncs, steering, QBRs); a hypercare and support model that resolves issues fast and hands off cleanly to steady state; a change-management and adoption playbook so deployed agents get used; and a value-realization framework tied to each customer's business case.
Own the function’s metrics and report them to the executive team: time-to-value, deployment velocity, production go-lives, adoption and utilization, stabilization quality, and value realization.
Decide which accounts get embedded 1:1 delivery, which run through scaled or pooled motions, and which are delivered through partners.
Be the senior face of Ema delivery to customer executives. Run the QBR/EBR rhythm for top accounts. When deliveries wobble, you are the one-face-to-the-customer escalation owner with the authority to marshal Engineering, Product, and Infrastructure.