Director, Customer Delivery & Outcomes

About the role

Director, Customer Delivery & Outcomes at Ema leads enterprise accounts end-to-end, overseeing delivery teams, ensuring quality, managing post-go-live outcomes, driving ROI, leading executive QBRs, expanding revenue, partnering with Product, coaching staff, and building reusable playbooks.

What you’ll do

• Own accounts end-to-end: engagement, outcomes, growth.
• Staff and direct delivery teams (Eng Leads, Implementation Managers, AI Engineers).
• Oversee delivery quality, review architectures, ensure go-live readiness.
• Own post-go-live outcomes: adoption, ROI, accuracy, trust.
• Run usage readouts: AI deflection, false positives, HITL trends.
• Drive continuous improvement cycles: diagnose, prioritize, fix, re-measure.
• Lead executive QBRs with VP/C-level stakeholders.
• Manage VP/C-level stakeholder alignment and escalations.
• Grow book via outcome-driven expansion and SOWs.
• Partner with Product on roadmap and feedback loops.
• Coach engineering leads and implementation managers.
• Build reusable account-level assets: playbooks, templates, frameworks.

What you’ll bring

• 15+ yrs enterprise tech delivery, consulting, account mgmt, or customer leadership.
• 5+ yrs owning enterprise accounts end-to-end: delivery, outcomes, growth.
• Managed/directing delivery teams (Eng Leads, TPMs, consultants).
• Post-go-live outcome ownership: ROI, adoption, continuous improvement, trust rebuild.
• Commercial accountability: grew revenue via outcome-driven expansion.
• VP/C-level stakeholder mgmt across multiple accounts.
• Production track record beyond POCs.

Nice to have

• Experience with AI, automation, or agentic workflow platforms in production.
• Background at consulting firm (McKinsey, BCG, Deloitte) or enterprise SaaS PS org (ServiceNow, Salesforce, UiPath) in delivery-heavy account leadership.
• Experience with partner-mediated delivery (consulting partners to end clients).
• Familiarity with enterprise integrations (APIs, auth, CRM/HRIS/ITSM platforms) at judgment level.
• Experience in scaling startup ($5M–$50M ARR) building account mgmt practices.

Skills