Customer Success Manager • Senior

Who you are

You have 5+ years of experience in customer success or technical account management, ideally within the AI or technology sector — you've successfully managed customer relationships and driven product adoption in complex environments. Your strong technical project management skills enable you to proactively identify and mitigate risks, ensuring smooth implementations and customer satisfaction.

You possess a deep understanding of AI technologies and workflows — you can evaluate and optimize AI solutions from the customer's perspective, ensuring they derive maximum value from the products. Your ability to communicate effectively with both technical and non-technical stakeholders makes you a key liaison between customers and internal teams.

You thrive in fast-moving environments and enjoy solving complex challenges — your proactive approach and ownership mentality allow you to navigate project management, stakeholder communication, and technical issue resolution with ease. You are passionate about transforming enterprise productivity through innovative solutions.

Desirable

Experience working with AI technologies or in a tech startup environment is a plus — familiarity with agentic AI workflows will help you hit the ground running. You have a track record of driving customer success initiatives and improving customer satisfaction metrics.

What you'll do

As a Senior Customer Success Manager at Ema, you will be the driving force behind successful implementations of agentic AI workflows — you will ensure that enterprise customers realize the full value of Ema’s solutions. You will act as the primary liaison between customers and Ema’s internal teams, coordinating project management, stakeholder communication, and technical issue resolution.

You will proactively identify and mitigate risks throughout the implementation process, ensuring that projects stay on track and meet customer expectations. Your role will involve engaging with internal teams, such as AI Application Engineering, to resolve issues or improve performance as needed.

You will also be responsible for maintaining strong relationships with customers, understanding their needs, and providing insights to enhance their experience with Ema’s products. Your ability to communicate effectively and manage expectations will be crucial in driving customer satisfaction and retention.

What we offer

Ema offers a hybrid work environment that encourages innovation and collaboration across geographies — you will have the opportunity to work with a talented team of professionals dedicated to redefining how work gets done. We provide competitive compensation and benefits, along with opportunities for professional growth and development.

Join us in our mission to revolutionize enterprise productivity through cutting-edge AI technology. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective and skills could be just what we need.