Director, Customer Delivery & Outcomes

Ema Unlimited, Inc.

Job Overview

Location

United States - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Ema Unlimited is at the forefront of enterprise AI, building the world's first Universal AI Employee. This innovative platform automates complex, cross-system enterprise workflows end-to-end, integrating deeply with SaaS platforms to execute business processes at scale. Unlike simpler tools, Ema deploys production-grade multi-agent systems that deliver measurable outcomes, enabling customers to replace brittle, manual operations with reliable AI systems. Founded by industry leaders from Google, Coinbase, and Okta, and backed by prominent venture capital firms, Ema is defining the future of responsible, reliable, and scalable enterprise AI execution.
• As the Director, Customer Delivery & Outcomes, you will be the ultimate owner of a portfolio of strategic enterprise accounts. This role embodies the principles of senior leadership in client-facing delivery, akin to an Associate Partner at a top-tier consulting firm, but specifically focused on the successful deployment and value realization of Ema's AI platform. You will be the single point of accountability for every engagement, ensuring that each customer achieves their desired outcomes, fosters a strong relationship with Ema, and identifies opportunities for expansion based on proven value. Your primary responsibility is to be the trusted advisor and primary contact for your accounts, managing all aspects from initial engagement through to ongoing success and growth. This is a deeply strategic and hands-on role that requires a blend of delivery orchestration, outcome ownership, executive leadership, and commercial acumen, moving beyond traditional project management to true account stewardship.
• Your day-to-day responsibilities will encompass comprehensive account ownership, where you will be the central point of contact for all customer needs, including delivery challenges, quality concerns, adoption roadblocks, critical escalations, and strategic expansion discussions. You will maintain a granular, holistic view of each account, meticulously tracking engagement status, identifying potential risks, managing the opportunity pipeline, and aligning Ema's efforts with the customer's overarching strategic priorities for each quarter. A key part of this will be proactive account planning, which involves developing detailed engagement roadmaps, forecasting resource needs, conducting thorough risk assessments, and formulating robust growth strategies tailored to each client's unique business objectives and Ema's evolving capabilities.
• In terms of delivery orchestration, you will lead and direct cross-functional delivery teams, including Engineering Leads, Implementation Managers, and AI Application Engineers, ensuring seamless execution across all your accounts. You will be responsible for overseeing the quality of delivery for all engagements, which includes reviewing solution architectures, participating in go-live readiness assessments, and ensuring the rigor of evaluation processes. A critical aspect of this role is managing interdependencies between various engagements within a single account, such as coordinating shared integration infrastructure for parallel deployments. You will also serve as the primary escalation point for delivery issues, actively participating in "war rooms" to coordinate rapid resolutions between Engineering and Product teams, and ensuring transparent, timely communication of these resolutions back to the customer. While you will not be writing code, your technical judgment will be crucial in reviewing architectures, challenging scope that may be unrealistic, and ultimately ensuring that all deployments are ready for successful go-live.
• A significant focus of your role will be on outcome ownership and driving continuous improvement post-go-live. You will be directly accountable for key customer metrics such as adoption rates, return on investment (ROI), accuracy of AI-driven processes, and overall user trust in the Ema platform. This involves running regular usage readouts to analyze critical performance indicators like AI deflection rates, false positive/negative trends, human-in-the-loop escalation patterns, user bypass rates, and other trust signals. You will be adept at distinguishing between genuine product gaps and issues stemming from process inefficiencies, inadequate training, or misaligned expectations, ensuring that problems are addressed at their root cause. Your mandate will be to drive iterative improvement cycles, moving from readout and diagnosis to prioritization, implementation of fixes, and subsequent re-measurement of outcomes. Crucially, you will translate these technical outcomes into clear business language, articulating efficiency gains, cost savings, and error reductions, supported by actionable diagnosis and strategic plans rather than just raw data.
• Executive stakeholder leadership is paramount. You will conduct regular Quarterly Business Reviews (QBRs) with VP and C-level stakeholders, presenting a clear narrative of achieved outcomes, identified risks, proposed improvement plans, and the strategic roadmap for continued value realization. You will skillfully navigate complex internal customer politics, facilitating alignment among senior leaders, such as the VP of IT and VP of Business, around shared success metrics and Ema's strategic value. Communicating difficult news credibly will be a key skill, involving presenting data, providing clear diagnoses, and outlining recovery plans without eroding customer trust. You will also be prepared to handle high-stakes C-level escalations, acting as the primary point of contact when senior executives express concerns about ROI or consider terminating services.
• Commercial growth will be driven by your ability to demonstrate and expand upon outcome-driven value. After successfully delivering an initial Statement of Work (SOW) and rigorously measuring its ROI, you will present compelling evidence to the C-suite, thereby earning the opportunity to propose subsequent SOWs grounded in proven success. You will identify new use cases by developing a deep understanding of customer business processes and pain points, rather than by simply promoting a product catalog. Your judgment will be critical in knowing when to pursue expansion opportunities versus when to focus on stabilizing and optimizing existing deployments, as premature expansion can erode trust. You will co-sell with the Sales team, leveraging your delivery credibility and outcome evidence to support expansion proposals and ensure successful closures.
• You will serve as the vital voice of your customers to Ema's Product and Core Engineering teams, translating observed field patterns and customer feedback into structured, actionable insights that inform platform development, rather than just relaying one-off requests. By identifying cross-customer patterns, you will highlight systemic platform gaps or opportunities for innovation. You will partner closely with the Product team on customer-facing roadmap discussions, managing expectations regarding upcoming features and functionalities.
• Finally, you will play a key role in team development by coaching Engineering Leads and Implementation Managers on best practices in architecture quality, customer communication, delivery discipline, and outcome-oriented thinking. You will foster the adoption of shared standards and best practices across all engagements, and contribute to building reusable assets at the account level, such as engagement playbooks, QBR templates, outcome tracking frameworks, and criteria for qualifying expansion opportunities. This role is about building and scaling Ema's customer success and delivery capabilities in a high-growth environment.
• This role offers a unique opportunity to shape the customer success and delivery function at a rapidly scaling AI startup. You will gain deep experience in enterprise AI deployment, complex workflow automation, and strategic account management at the highest levels. By directly impacting customer outcomes and driving commercial growth, you will play a pivotal role in Ema's mission to redefine enterprise operations with AI. You will learn to navigate the intricacies of enterprise sales cycles, build strong executive relationships, and translate technical capabilities into tangible business value, all while contributing to the development of best practices in a nascent but rapidly evolving field.

🎯 Requirements

• 15+ years of experience in enterprise technology delivery, consulting, account management, or customer leadership roles.
• 5+ years of direct experience owning enterprise accounts end-to-end, encompassing delivery, outcomes, relationship management, and growth, rather than managing individual projects within larger accounts.
• Proven track record of managing or directing delivery teams, such as Engineering Leads, Technical Program Managers, or consultants, who were assigned to your accounts.
• Demonstrated experience in post-go-live outcome ownership, including measuring ROI, tracking adoption, driving continuous improvement initiatives, and successfully rebuilding customer trust after production issues.
• Commercial accountability for account growth, with a history of expanding account revenue through outcome-driven strategies rather than solely focusing on retention.
• Experience managing enterprise stakeholders at the VP/C-level across multiple concurrent accounts.
• A production track record demonstrating successful delivery and accountability at scale, beyond proof-of-concept stages.

🏖️ Benefits

• Remote work opportunity within the United States.
• Opportunity to work with cutting-edge AI technology and define the future of enterprise AI execution.
• Backed by prominent venture capital firms, indicating a stable and growth-oriented company.
• Opportunity to shape customer success and delivery functions in a scaling startup environment.
• Direct impact on customer outcomes and company growth.

Skills & Technologies

Remote

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Ema Unlimited, Inc.

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About Ema Unlimited, Inc.

Ema Unlimited, Inc. provides an AI-powered universal employee platform that automates complex workflows across support, sales, legal, and compliance teams. Its agentic system integrates with enterprise applications, synthesizes data, and executes tasks through natural language commands, reducing manual effort and accelerating decision-making for mid-market to Fortune 500 organizations.

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