Customer Experience Manager

Maven AGI • Boston, MA

1d

About The Position

Maven AGI is an enterprise AI platform on a mission to unleash business artificial general intelligence (AGI), starting with customer service. Founded in July 2023 by executives from HubSpot, Google and Stripe, Maven builds conversational AI agents capable of delivering accurate, autonomous support that delights customers at scale. Our platform unifies fragmented systems, integrates knowledge and personalization sources, and enables intelligent actions - all without costly system changes. We’re laying the foundation for a future where our technology handles complex tasks, allowing people to focus on what they do best: creative problem-solving, relationship building, and delivering exceptional customer experiences. We’ve started by reimagining the enterprise customer experience with a support use case. We believe that today’s support experience is broken: slow and painful for customers, and expensive and human capital intensive for companies. We are building Maven to deliver better, cheaper support, for both end users and agents. With recent advancements in Generative AI, it is now possible to deliver delightful customer experiences at a fraction of today’s cost. Team: Maven has assembled a world-class team from Google, Meta, Amazon, and Stripe, and is supported by executives & Advisors from OpenAI, Google, HubSpot, and Stripe. Position Overview: As a Customer Experience Manager (CXM) – Enterprise, you’ll play a pivotal role in building long-term relationships with our enterprise clients. You’ll ensure successful onboarding, drive adoption of our AI solutions, and champion quality response generation that enhances—rather than replaces—human agents. You’ll collaborate cross-functionally with Product, Engineering, Solutions, and GTM teams to shape the future of CX in AI-driven environments.

Requirements

• 7+ years of experience in customer success, account management, or CX leadership roles, ideally in SaaS or AI-enabled platforms
• Strong enterprise account management experience with technical and strategic stakeholders
• 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

Nice To Haves

• 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

Responsibilities

• Enterprise Relationship Management Build and maintain trusted relationships with enterprise customers, ensuring they see tangible value from Maven’s platform and AI copilots.
• Onboarding & Implementation Lead onboarding engagements that are efficient, data-informed, and customized to complex enterprise workflows.
• Adoption & Expansion 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.
• Strategic Guidance & Support Act as a strategic advisor on AI best practices, enabling customers to optimize both human and AI-generated responses.
• Quality Insights & Feedback Loop 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.
• Cross-Functional Collaboration Work closely with Solutions/Implementation Engineers, Product Managers, and the Engineering team to ensure customer needs are translated into product outcomes.

Benefits

• Compensation Package: Competitive salary, comprehensive benefits, and meaningful equity stakes.
• Inclusive Culture: A diverse and welcoming work environment where everyone’s voice is heard.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 51-100 employees