Customer Experience Manager

Mayvue•Pittsburgh, PA

34d•Remote

About The Position

Mayvue is seeking a Customer Experience Manager to own the post implementation customer journey and ensure clients consistently achieve measurable value from our software and services. This position is 100% remote with Mayvue's office in Pittsburgh, PA. This role is designed to scale customer relationships without scaling executive involvement. Will own proactive engagement, adoption, and value realization for an assigned portfolio of customers, while partnering closely with Mayvue’s management team on strategy, commercial decisions, and escalations. Will acts as the steward of customer success scope and Service Unit value, ensuring customer intent is clearly understood, priorities are validated before work begins, and outcomes align with contractual commitments. Success in this role is measured by retention, adoption, value delivery, and predictability not ticket volume or delivery execution.

Requirements

4+ years of experience in Customer Success, Client Services, Project Management, or similar client facing roles
Proven ability to validate customer needs and align work to outcomes
Strong organizational skills with experience managing competing priorities
Excellent communication skills across technical and non-technical audiences
Ownership mindset with strong follow through and accountability
Comfort working with CRM, ticketing, and reporting tools
Experience partnering closely with Product and Engineering team
Must be organized, deadline driven, and comfortable managing multiple priorities with minimal handholding
Must be proficiency with Microsoft Office (Word, Excel, Outlook, Teams)

Responsibilities

Customer Outcomes & Value Realization
Own a portfolio of customers from post go live through long term partnership
Ensure customers achieve intended business outcomes, ROI, and value from Mayvue
Develop and maintain customer success plans with defined goals, milestones, and usage expectations
Proactively identify adoption gaps, misalignment, or risk before issues escalate
Service Unit Success & Scope Stewardship
Own visibility into how Service Units are consumed and aligned to customer success goals
Validate customer requests against Service Unit intent, priorities, and contractual scope
Ensure Service Units are applied appropriately (e.g., training, configuration, integration planning, data mapping)
Monitor utilization and signal misalignment, overuse, or underutilization early
Communicate value delivered relative to effort consumed to customers and leadership
Customer Experience & Relationship Ownership
Serve as the primary day to day relationship owner for assigned customers
Lead regular check ins, health reviews, and strategic touchpoints
Act as a trusted advisor while reinforcing priorities, scope, and delivery realities
Maintain customer confidence during change, issue resolution, or delivery adjustments
Ensure every customer issue has a clear owner, next step, and resolution path
Intake Validation, Decision Ownership & Escalation
Validate customer requests and priorities before work is initiated
Partner with Project Management and Product teams to confirm alignment to customer success plans
Identify scope, priority, or effort changes early and escalate with clear context and recommendations
Partner with the Director of Client Services on formal change control or commercial adjustments
Prevent ambiguity around ownership, timelines, or responsibilities
Cross Functional Coordination
Partner closely with Implementation, Project Management, Support, Product, Engineering, and Sales teams
Ensure smooth handoffs from implementation into steady state customer success
Serve as the voice of the customer in planning and prioritization discussions without owning delivery execution
Advocate internally for customer needs while balancing delivery constraints and company priorities
Adoption, Enablement & Continuous Improvement
Drive adoption and effective usage across customer teams
Coordinate onboarding, training, and enablement efforts
Monitor Service Unit effectiveness and customer usage trends
Contribute to cross customer knowledge sharing and best practices
Capture customer feedback and partner with internal teams to drive improvements

Benefits

Unlimited PTO
Life Insurance at no cost to employees
Short-term and long-term disability at no cost to employees
Paid maternity and paternity leave
Healthcare insurance (Premiums are partially paid for by Mayvue)
Dental and vision at no cost to employees and dependents
Optional supplemental life insurance
Receive $1,000.00 per year for Continuous Learning Allowance
Receive 1 day paid per year as a Community Service Allowance
Onsite gym in Pittsburgh office
Health Savings Account and Dependent Care Flexible Savings Account
Employer contributions to your 401(k) up to 50% of contributions on the first 5% deferred
Have your favorite snacks and beverages when you work in our Pittsburgh Headquarters
Hybrid/remote work available
Flexible schedule