Senior Customer Experience Manager (CXM) – Strategic

About the Opportunity

An enterprise AI platform is on a mission to unleash business artificial general intelligence (AGI), starting with customer service. The organization builds conversational AI agents capable of delivering accurate, autonomous support that delights customers at scale. The platform unifies fragmented systems, integrates knowledge and personalization sources, and enables intelligent actions—all without costly system changes. The organization is laying the foundation for a future where its technology handles complex tasks, allowing people to focus on creative problem-solving, relationship building, and delivering exceptional customer experiences.

The focus has started by reimagining the Strategic customer experience with a support use case. The belief is that today’s support experience is broken: slow and painful for customers, and expensive and human capital intensive for companies. The organization is building 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

The team has assembled world-class talent from Google, Meta, Amazon, and Stripe, and is supported by executives & advisors from OpenAI, Google, HubSpot, and Stripe.

Responsibilities

• Build and maintain trusted relationships with Strategic customers, ensuring they see tangible value from the 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 the platform, consumption of contracted volumes, and identify 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 the AI 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.

Values

• Customer Champions: Put users at the center of your thinking, advocate for their needs, and design solutions that make their lives measurably better.
• Bold in Action: Move with urgency and courage. Be not afraid to challenge convention, take smart risks, and push boundaries in pursuit of meaningful outcomes.
• Data-Driven and Insight Guided: Make thoughtful decisions grounded in evidence. Be curious, analytical, and combine data with intuition to guide strategy and execution.
• Stronger Together: Bring others along, value diverse perspectives, and contribute to a culture of trust and shared ownership. Believe the best ideas emerge through open dialogue and collective effort.

Benefits

• 100% of medical, dental, and vision premiums covered for employees; 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.

Approximately 130 people, built from zero in under three years—small enough that work is visible, big enough to already be running at scale.