Head of Customer Outcomes and Implementation

3 Months ago • 12 Years +

Job Summary

Job Description

Ema is seeking a Head of Customer Value & Experiences to lead the post-sales customer journey, from pilot to renewal. This role involves scaling Technical Account Management, Customer Value Engineering, and Support functions to drive growth from $4M to $40M ARR. Success metrics include shorter time-to-value, over 130% net-revenue-retention, and an NPS of 70 or higher. The responsibilities encompass defining post-sales strategy, ensuring delivery excellence with on-time/on-budget enterprise implementations, managing customer health and expansion through QBRs and success plans, establishing tiered support with high CSAT, and implementing a closed-loop Voice of Customer program to inform product roadmaps. The ideal candidate will have over 12 years of experience leading post-sales organizations in B2B SaaS or AI infrastructure, with at least 5 years in a VP/Head-of role, proven ownership of significant ARR portfolios, and deep fluency in agentic/LLM architectures, cloud platforms, and enterprise integrations.
Must have:
  • 12+ years leading post-sales orgs (CS, TAM, Value Engineering)
  • 5+ years at VP/Head-of level
  • Proven ownership of $10M-$50M ARR portfolios with NRR >= 120%
  • Deep fluency in agentic/LLM architectures
  • Expertise in cloud (AWS/Azure/GCP)
  • Knowledge of APIs & enterprise integrations
  • Track record of building geo-distributed teams and process
  • Executive gravitas with C-suite customers
Good to have:
  • Certifications (PMP, Six-Sigma Black Belt, ScrumMaster)
  • Experience at seed-to-Series C startups
Perks:
  • Category leadership in agentic AI
  • High-impact seat at the executive table
  • Hybrid flexibility
  • Competitive compensation (cash + equity)
  • Fast growth trajectory
  • Culture of Quality, Ownership, Impact, and Radical Collaboration

Job Details

About Ema

Ema is a Series-A startup ($61 M raised; Accel, Section 32, Prosus, Wipro Ventures, Hitachi Ventures) that builds the Universal AI Employee – an agentic AI network that observes, reasons and acts across 200+ SaaS and internal APIs via our Generative Workflow Engine™ (GWE). Emerging from stealth in 2024, we have tripled our customer base and forged GTM alliances with Microsoft, Teleperformance, Google, Wipro, Hitachi Digital Services, ISG, KPMG, PWC and NDI. Founded by ex-Google, Coinbase, and Okta executives, we operate out of Silicon Valley and Bangalore.

The Opportunity

Reporting to the CEO, the Head of Customer Value & Experiences owns the entire post-sales P&L and customer journey – from first pilot to global roll-out and renewal. You will scale Ema’s TAM (Technical Account Management), Customer Value Engineering, and Support functions to propel our next phase of growth (from ~$4 M to $40 M ARR). Success means shorter time-to-value, 130 %+ net-revenue-retention, and NPS ≥ 70.

Key Responsibilities

  • Strategy & Planning - Define a 24-month post-sales roadmap that aligns with company OKRs and investor milestones; translate into quarterly targets for TTV, adoption, NRR, and gross margin.

  • Delivery Excellence - Guarantee 100 % enterprise implementations go live on-time / on-budget with onboarding NPS ≥ 80; codify a global playbook that halves average time-to-value within 12 months.

  • Customer Health & Expansion - Own health‐scoring, QBRs, and exec-level success plans; drive ≥ 35 % upsell / cross-sell penetration and partner with Sales on renewal negotiations.

  • Support & Incident Governance - Stand-up tiered, follow-the-sun support; achieve 90 %+ CSAT and 20 % YoY reduction in median resolution time through automation and self-service.

  • Voice of Customer (VOC) - Institute a 60-day closed-loop VOC program that feeds product requirements to GWE and Fusion squads; prioritize roadmap features with $ impact models.

  • Organizational Leadership - Hire, coach, and retain a world-class org (TAM, CVE, Support) across US & India; embed a high-bar culture of ownership, data-driven decision-making, and operational excellence.

Ideal Profile

  • 12 + yrs leading post-sales orgs (CS, TAM, Value Engineering) in high-growth B2B SaaS or AI infrastructure; 5 + yrs at VP/Head-of level.

  • Proven ownership of $10 M-$50 M ARR portfolios with NRR ≥ 120 %.

  • Deep fluency in agentic/LLM architectures, cloud (AWS/Azure/GCP), APIs & enterprise integrations; able to whiteboard a secure, scalable GWE deployment for a Fortune 1000.

  • Track record of building geo-distributed teams and process at seed-to-Series C startups.

  • Certifications (PMP, Six-Sigma Black Belt, ScrumMaster) or equivalent operational rigor.

  • Executive gravitas with C-suite customers; inspires trust and action across Product, Sales, and Engineering.

Why Ema

  • Category leadership in agentic AI – backed by Accel, Section 32, Prosus, and Microsoft

  • High-impact seat at the exec table – shape GTM, product, and culture.

  • Hybrid flexibility, competitive comp (cash + equity), and fast growth trajectory.

  • Culture built on Quality, Ownership, Impact, and Radical Collaboration.

Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.

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