Senior Customer Experience Manager (CXM) – Strategic

Maven AGI is an enterprise AI platform focused on transforming customer service through conversational AI agents and intelligent automation. The Senior Customer Experience Manager will build strategic customer relationships, lead onboarding and implementation, drive adoption and expansion, and advise clients on optimizing human- and AI-generated responses. The role partners cross-functionally with Product, Engineering, Solutions, and go-to-market teams to improve customer outcomes and shape AI-driven customer experience solutions.

Responsibilities:

• Strategic Relationship ManagementBuild and maintain trusted relationships with Strategic customers, ensuring they see tangible value from Maven’s platform and AI copilots
• Onboarding & ImplementationLead onboarding engagements that are efficient, data-informed, and customized to complex multi-department enterprise workflows
• Adoption & ExpansionPartner 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 & SupportAct as a strategic advisor on AI best practices, enabling customers to optimize both human and AI-generated responses
• Focus on Business OutcomesCollect, 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 CollaborationWork 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 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
• Experience working with or around AI/ML, LLMs, or enterprise automation tools is a plus