Senior Customer Experience Manager – Strategic

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

📋 Description

• Establish and nurture trusted relationships with Strategic customers, ensuring they derive significant value from Maven’s platform and AI copilots.

• Lead onboarding initiatives that are efficient, data-driven, and tailored to complex, multi-department enterprise workflows.

• Collaborate with customers to promote substantial adoption of our platform, maximize consumption of contracted volumes, and identify opportunities for scaling usage and expanding into new teams or use cases.

• Serve as a strategic advisor on AI best practices, empowering customers to enhance both human and AI-generated responses.

• Gather, analyze, and present data on product usage and quality, particularly focusing on responses where Maven did not achieve high-quality ratings, to inform ongoing improvements.

• Collaborate closely with Solutions/Implementation Engineers, Product Managers, and the Engineering team to ensure customer requirements are effectively translated into product outcomes.

⛳️ Requirements

• Over 7 years of experience in customer success, account management, or CX leadership positions, preferably in SaaS or AI-enabled platforms.

• Strong account management experience engaging with technical and strategic stakeholders within a Fortune 100 client.

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

• Experience with AI quality, prompt tuning, or training data workflows.

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

• A customer-centric approach coupled with a passion for ethical, human-centered AI.

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

🏝️ Benefits

• Competitive salary

• Comprehensive benefits

• Meaningful equity stakes