Senior Customer Experience Manager (CXM) – Strategic

About the role

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