Head of Customer Outcomes and Implementation

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 embed a high-bar culture of ownership, data-driven decision-making, and operational excellence.

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.