Senior Customer Experience Manager – Strategic
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Job Description
Senior Customer Experience Manager enhancing strategic client relationships at Maven, an enterprise AI platform focused on customer service.
Responsibilities:
- Build and maintain trusted relationships with Strategic customers, ensuring they see tangible value from Maven’s platform and AI copilots.
- Lead onboarding engagements that are efficient, data-informed, and customized to complex multi-department enterprise workflows.
- 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.
- Act as a strategic advisor on AI best practices, enabling customers to optimize both human and AI-generated responses.
- 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.
- Work closely with Solutions/Implementation Engineers, Product Managers, and the Engineering team to ensure customer needs are translated into product outcomes.
Requirements:
- 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
Benefits:
- Competitive salary
- Comprehensive benefits
- Meaningful equity stakes
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