Senior Customer Experience Manager – Strategic

Work from home Full-time role Hiring

Job Description:

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:

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