[Hiring] Senior Customer Experience Manager (CXM) – Strategic @Maven AGI

Role Description

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.

Qualifications

• 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

• 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

• High Impact in cutting-edge field: Be at the vanguard of AI innovation.
• Compensation Package: Competitive salary, comprehensive benefits, and meaningful equity stakes.
• Inclusive Culture: A diverse and welcoming work environment where everyone’s voice is heard.