Senior Customer Success Manager

Ema; Bengaluru; Hybrid; INR 4,500,000 - 6,500,000; Full time

Benefits offered by this job

Competitive compensation

Performance-based bonuses

Rapid career growth opportunities

Hybrid work model

Job summary

A leading AI solutions provider is hiring a Senior Customer Success Manager in Bengaluru, India. In this role, you will be responsible for the post-sales success and expansion of enterprise AI automation programs. You will collaborate closely with customers to ensure successful deployment and address their evolving business needs. The ideal candidate should have over 12 years of experience in customer success management, particularly within the enterprise SaaS sector. A hybrid work model and competitive compensation are offered.

Qualifications

• 12+ years in customer success management, customer success engineering, or solution consulting for enterprise SaaS.
• Proven track record with Fortune 500 customers through complex technical engagements.
• Strong understanding of AI-driven automation and LLM-based solutions.

Responsibilities

• Act as the primary technical contact for enterprise customers to ensure successful deployment.
• Build and maintain long-term relationships with enterprise stakeholders.
• Drive ongoing improvements in automation accuracy and workflow reliability.
• Collaborate with Sales, Product, and Engineering to drive expansion and improvements.
• Oversee integrations, workflow configurations, and AI model performance tracking.

Skills

Customer success management

Technical problem-solving

Stakeholder management

AI-driven automation understanding

API integrations

Pre-sales collaboration

Stakeholder management

Renewals & expansion

Problem solving

Cross-functional leadership

Education

12+ years in customer success management

PMP

CSM certification

Tools

AWS

GCP

Azure

Salesforce

Oracle

APIs

Job description

Role Overview

Ema is hiring Senior Customer Success Managers (CSMs) to lead the post‑sales success and expansion of enterprise AI automation programs. As the trusted technical advisor, you will ensure that Ema’s agentic AI solutions deliver measurable business value, drive workflow automation, and scale efficiently across complex enterprise environments.

Key Responsibilities

• Act as the primary post‑sales technical point of contact for enterprise customers, ensuring successful deployment and adoption of Ema’s AI solutions.
• Develop a deep understanding of each customer’s business objectives, workflows, and success metrics.
• Translate technical insights into measurable business outcomes, demonstrating ROI through efficiency, accuracy, and cost savings.
• Proactively identify opportunities for workflow optimization, automation expansion, and product enhancements.

Account Management & Retention

• Build and maintain long‑term, trusted relationships with enterprise stakeholders—from C‑suite executives to technical leaders.
• Drive renewal and expansion by demonstrating ongoing AI impact and aligning solutions with evolving business needs.
• Conduct Quarterly Business Reviews and success assessments, highlighting performance, impact, and roadmap alignment.
• Partner with sales and product teams to identify upsell opportunities based on adoption data and customer goals.

Technical Ownership & Solution Optimization

• Lead the technical success plan for each account, including integration validation, workflow configuration, and AI model performance tracking.
• Collaborate with Solution Architects and TPMs to ensure smooth handoff from deployment to post‑implementation management.
• Troubleshoot customer issues across integrations, APIs, and AI workflows; coordinate with engineering for resolution.
• Drive ongoing improvements in automation accuracy, response quality, and workflow reliability.

AI Governance & Compliance

• Ensure adherence to enterprise security, compliance, and governance requirements (e.g., SOC 2, HIPAA, GDPR, PCI‑DS).
• Guide customers on responsible AI use, data privacy best practices, and performance monitoring frameworks.
• Maintain clear documentation of integrations, configurations, and AI performance benchmarks.

Cross‑Functional Collaboration

• Partner with Product, Engineering, and Data teams to advocate for customer needs and influence product roadmap decisions.
• Contribute to internal playbooks, success frameworks, and best practices for scaling AI adoption.
• Support sales in strategic pre‑sales engagements where existing customer success stories can drive expansion.

Required Qualifications

• 12+ years in customer success management, customer success engineering, or solution consulting for enterprise SaaS, AI, or automation products.
• Proven track record of managing Fortune 500 or large enterprise customers through complex technical engagements.
• Strong understanding of AI‑driven automation, LLM‑based solutions, and the ecosystem.
• Familiarity with cloud environments (AWS, GCP, Azure) and enterprise platforms (Salesforce, ServiceNow, Workday, SAP, Oracle).
• Experience with API integrations, workflow orchestration, and post‑deployment optimization.
• Exceptional stakeholder management skills with balanced technical problem‑solving and executive communication.

Preferred Qualifications

• Background in AI/ML, process automation, or digital transformation programs.
• Certifications in AWS/GCP/Azure, PMP, or Customer Success Management.
• Exposure to data governance and compliance in regulated industries (finance, healthcare, insurance).
• Experience working in fast‑moving, high‑growth startups or scaling enterprise AI deployments.

Why Join Ema

• Be at the forefront of AI innovation, shaping the future of enterprise product.
• Work with world‑class engineers, AI researchers, and product leaders.
• High‑ownership role with visibility across Ema’s most strategic technical programs.
• Hybrid work model enabling global collaboration between Silicon Valley and Bangalore.
• Competitive compensation, performance‑based bonuses, and rapid career growth opportunities.

Culture & Values

• High bar on quality – We value excellence and expect world‑class execution.
• Ownership & accountability – We take full responsibility for our work and outcomes.
• Impact‑driven approach – We measure success through tangible, customer‑facing impact.
• Team collaboration & growth – We foster learning, mentorship, and shared success.
• No hierarchy, just execution – We move fast, stay humble, and focus on results.