Senior Customer Experience Manager – Strategic

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture trusted partnerships with strategic clients, ensuring they recognize the tangible benefits of Maven’s platform and AI copilots.

• Lead effective, data-driven, tailored onboarding processes for intricate multi-department enterprise workflows.

• Foster significant platform adoption and utilization of contracted volumes.

• Discover opportunities to enhance usage and extend into new teams or applications.

• Serve as a strategic consultant on AI best practices.

• Empower customers to refine both human and AI-generated responses.

• Gather, analyze, and present product usage and quality metrics to inform ongoing enhancements.

• Collaborate with Solutions/Implementation Engineers, Product Managers, and Engineering teams to translate customer requirements into product results.

⛳️ Requirements

• Over 7 years of experience in customer success, account management, or roles in CX leadership.

• Preferably experience in SaaS or AI-powered platforms.

• Strong account management background with technical and strategic stakeholders, particularly within a Fortune 100 client context.

• Familiarity with AI/ML, LLMs, or enterprise automation tools is advantageous.

• Experience in navigating AI quality, prompt tuning, or training data processes.

• Exceptional communication, organizational, and relationship-building abilities.

• Customer-centric mindset with a commitment to ethical, human-focused AI.

• Ability to thrive in dynamic, early-stage environments.

🏝️ Benefits

• Full coverage of medical, dental, and vision premiums for you; 80% coverage for your family.

• Availability of HSA and FSA plans.

• Unlimited vacation policy.

• Complete paid parental leave.

• Complimentary lunches, onsite gym access, and commuter benefits for in-office employees.

• $1,000 stipend for home office setup.

• $5,000 annually for continuing education.

• Competitive salary package.

• Comprehensive benefits program.

• Meaningful equity opportunities.