Customer Success Specialist - India

You will be part of a team at Ema that is dedicated to 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 are 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 have the opportunity to drive various aspects of customer engagement. This includes developing deep relationships with enterprise customers across different industries. You will need to understand customer needs, business goals, and challenges to effectively align solutions. As the trusted advisor and single point of contact for enterprise accounts, you will conduct regular business reviews to track KPIs, drive adoption, and showcase the value that Ema brings to the table. Your responsibilities will also involve managing customer onboarding and product adoption processes. This includes ensuring smooth deployment and integration, as well as training and educating customer teams on product usage, new features, and best practices. Monitoring product adoption and proactively addressing potential challenges will be crucial in this role. Identifying upselling and cross-selling opportunities to help customers expand their usage will be another key aspect of your role. You will also be responsible for managing renewals and reducing churn by addressing risks and advocating for customer needs internally. Collaboration with the sales team to drive account expansions and referrals will be essential. In addition, you will be expected to partner with technical support to resolve issues quickly and efficiently. Escalating critical customer concerns to relevant internal stakeholders and acting as the voice of the customer by providing product feedback and insights to the product team are also part of your responsibilities. Tracking key metrics such as NPS, customer health scores, and renewal rates will be important for measuring success. You will also need to maintain customer records, activities, and progress in the CRM system. To excel in this role, you should have at least 5 years of experience in Customer Success, preferably in Enterprise SaaS. Familiarity with artificial intelligence technologies, concepts, and applications will be beneficial, along with excellent communication skills, strategic thinking, negotiation skills, customer focus, and adaptability. At Ema, we value individuals with a hustler's mindset, a strong sense of urgency, and a bias for action. You should be a self-starter who thrives in a fast-paced, results-driven environment and likes to own and drive projects with a high bar on quality. We encourage taking ownership of problems and solving them without asking for permission, as well as measuring the impact of your work and setting and achieving aggressive goals. If you are willing to roll up your sleeves and get things done, Ema is the right place for you. We do not have manager roles at Ema - everyone is expected to do the work of an IC as well. To better understand the culture at Ema, we encourage you to read our values, operating principles, and blogs. As a part of our team, you can expect a competitive salary, performance-based bonuses, and the opportunity to be the founding Customer Success Specialist with one of the industry leaders in the agentic AI space.,