Senior Customer Experience Manager (CXM) – Strategic

Job description

[Maven AGI is an enterprise](https://www.mavenagi.com/) AI platform on a mission to unleash business artificial general intelligence (AGI), starting with customer service. Founded in July 2023 by executives from HubSpot, Google and Stripe, Maven builds conversational AI agents capable of delivering accurate, autonomous support that delights customers at scale. Our platform unifies fragmented systems, integrates knowledge and personalization sources, and enables intelligent actions - all without costly system changes. We’re laying the foundation for a future where our technology handles complex tasks, allowing people to focus on what they do best: creative problem-solving, relationship building, and delivering exceptional customer experiences. We’ve started by reimagining the Strategic customer experience with a support use case. We believe that today’s support experience is broken: slow and painful for customers, and expensive and human capital intensive for companies. We are building Maven to deliver better, cheaper support, for both end users and agents. With recent advancements in Generative AI, it is now possible to deliver delightful customer experiences at a fraction of today’s cost. **Team:** Maven has assembled a world-class team from Google, Meta, Amazon, and Stripe, and is supported by executives & Advisors from OpenAI, Google, HubSpot, and Stripe. **Position Overview:** As a **Customer Experience Manager (CXM) – Strategic**, you’ll play a pivotal role in building long-term relationships with our Strategic clients. You’ll ensure successful onboarding, drive adoption of our AI solutions, and champion quality response generation that enhances—rather than replaces—human agents. You’ll collaborate cross-functionally with Product, Engineering, Solutions, and GTM teams to shape the future of CX in AI-driven environments. **What You’ll Do:** - **Strategic Relationship Management**Build and maintain trusted relationships with Strategic customers, ensuring they see tangible value from Maven’s platform and AI copilots. - **Onboarding & Implementation**Lead onboarding engagements that are efficient, data-informed, and customized to complex multi-department enterprise workflows. - **Adoption & Expansion**Partner with customers to drive meaningful adoption of our platform, consumption of contracted volumes, identifying opportunities to scale usage and expand into new teams or use cases. - **Strategic Guidance & Support**Act as a strategic advisor on AI best practices, enabling customers to optimize both human and AI-generated responses. - **Focus on Business Outcomes**Collect, analyze, and present product usage and quality data, especially around responses where Maven did not score itself with high quality, to guide continuous improvement. - **Cross-Functional Collaboration**Work closely with Solutions/Implementation Engineers, Product Managers, and the Engineering team to ensure customer needs are translated into product outcomes. **Who You Are:** - 7+ years of experience in customer success, account management, or CX leadership roles, ideally in SaaS or AI-enabled platforms - **Strong account management experience with technical and strategic stakeholders with a Fortune 100 client** - Experience working with or around AI/ML, LLMs, or enterprise automation tools is a plus - Experience navigating AI quality, prompt tuning, or training data workflows - Excellent communication, organizational, and relationship-building skills - A customer-first mindset with a passion for ethical, human-centric AI - Comfort working in fast-paced, early-stage environments **How you show up:** What unites us is our values and the passion we share to live by them: - **We are customer champions.** You put users at the center of your thinking, advocate for their needs, and design solutions that make their lives measurably better. - **We are bold in action.** You move with urgency and courage. You’re not afraid to challenge convention, take smart risks, and push boundaries in pursuit of meaningful outcomes. - **We are data-driven and insight guided.** You make thoughtful decisions grounded in evidence. You’re curious, analytical, and combine data with intuition to guide strategy and execution. - **We are stronger together.** You bring others along, value diverse perspectives, and contribute to a culture of trust and shared ownership. You believe the best ideas emerge through open dialogue and collective effort. **What We Offer:** - 100% of medical, dental, and vision premiums covered for you; 80% for family. - HSA and FSA plans available. - Unlimited vacation and 100% paid parental leave. - Free lunches, onsite gym, and commuter benefits for in-office employees. - $1,000 home office stipend and $5,000/year for continuing education. - Competitive salary, comprehensive benefits, and meaningful equity. - ~130 people, built from zero in under three years — small enough that your work is visible, big enough to already be running at Dell- and Tripadvisor-scale. *MavenAGI is an equal opportunity employer that values diversity and is committed to fostering an environment where everyone feels included. Join us in changing the face of enterprise customer support!*