Senior Customer Experience Manager (CXM) – Strategic

Maven AGI is an enterprise AI platform focused on transforming customer service through artificial general intelligence. As a Senior Customer Experience Manager, you will build long-term relationships with strategic clients, ensuring successful onboarding and driving adoption of AI solutions while collaborating with cross-functional teams to enhance customer experiences.

Responsibilities:

• 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
• 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
• Experience navigating AI quality, prompt tuning, or training data workflows