Senior Customer Experience Manager

Customer
Remote
July 20, 2026
Full Time
Application ends: October 19, 2026
Apply Now

Job Description

Position Overview

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

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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