Customer Success Specialist - US

About the position

Ema is building the next generation AI technology to empower every employee in the enterprise to be their most creative and productive. Our proprietary tech allows enterprises to delegate most repetitive tasks to Ema, the Universal AI employee. We are founded by ex-Google, Coinbase, Okta executives, and serial entrepreneurs. We’re well-funded by the top investors and angels in the world. Ema is based in Silicon Valley with offices in Bangalore. In this role you will drive customer engagement, onboarding, product adoption, retention, growth, issue resolution, and metrics reporting.

Responsibilities

• Develop deep relationships with enterprise customers across various industries.
• Understand customer needs, business goals, and challenges to align solutions effectively.
• Serve as the trusted advisor and single point of contact for enterprise accounts.
• Conduct regular business reviews to track KPIs, drive adoption, and showcase value.
• Manage the onboarding process, ensuring smooth deployment and integration.
• Train and educate customer teams on product usage, new features, and best practices.
• Monitor product adoption and proactively address potential challenges.
• Identify upselling and cross-selling opportunities to help customers expand their usage.
• Manage renewals and reduce churn by addressing risks and advocating customer needs internally.
• Collaborate with the sales team to drive account expansions and referrals.
• Partner with technical support to resolve issues quickly and efficiently.
• Escalate critical customer concerns to relevant internal stakeholders.
• Act as the voice of the customer, providing product feedback and insights to the product team.
• Track key metrics such as NPS, customer health scores, and renewal rates.
• Maintain customer records, activities, and progress in the CRM system.

Requirements

• 5+ years in Customer Success, preferably in Enterprise SaaS.
• Familiarity with artificial intelligence technologies, concepts, and applications.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Demonstrated ability to negotiate and close deals.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Ability to thrive in a fast-paced startup environment.

Nice-to-haves

• A hustler's mindset with a strong sense of urgency and a bias for action.
• Self-starter who thrives in a fast-paced, results-driven environment.
• Ability to own and drive projects with a high bar on quality.
• Willingness to measure the impact of actions and set aggressive goals.
• Willingness to roll up sleeves and get things done.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunity to be the founding Customer Success Specialist with one of the industry’s leaders in the agentic AI space.