Founding Customer Experience Engineer

Maple•New York, NY

2d•Onsite

About The Position

At Maple, we believe the best customer experiences are engineered, not improvised. We’re looking for a Customer Experience Engineer — someone who thinks in systems, obsesses over user behavior, and has the empathy to deeply understand customers and the rigor to design processes that scale. This role sits at the intersection of customer success, product, and engineering. You will design and build the onboarding, adoption, and retention engine that powers Maple’s growth. Rather than reacting to tickets, you’ll proactively architect workflows, tooling, and feedback loops that help customers succeed automatically — and feel supported when they need a human. This is an ideal role for someone who is engineering-minded but people-oriented: curious, analytical, empathetic, and excited to learn technical concepts quickly, even if they haven’t come from a traditional software engineering background. Early hires in this role will directly shape how Maple scales to 40,000 customers and $100M+ in revenue.

Requirements

Engineering-minded thinker who naturally breaks problems into systems and workflows
High empathy — you genuinely care about how customers feel, think, and behave
Excited about using psychology, incentives, and process design to influence outcomes
Comfortable learning technical concepts quickly (APIs, workflows, tooling), even without a formal CS background
Strong written and verbal communicator who can make complex ideas simple
Organized, proactive, and relentlessly curious
Energized by fast iteration, ownership, and responsibility
Excited about building during a once-in-a-generation technological shift (AI is eating the world)

Nice To Haves

Experience in customer success, operations, solutions engineering, implementation, or consulting is a plus

Responsibilities

Design and build customer experience systems
Engineer scalable onboarding, activation, and retention workflows
Reduce friction, confusion, and time-to-value across the customer lifecycle
Own onboarding as a product
Design onboarding flows that guide customers to success with minimal human intervention
Use psychology, incentives, and behavioral design to drive adoption
Act as the bridge between customers and product
Translate customer pain into structured insights for product and engineering
Identify recurring failure modes and design solutions upstream
Build tooling, documentation, and playbooks
Create internal and external systems: SOPs, templates, dashboards, workflows
Help standardize “what great looks like” for customer experience
Monitor customer health and proactively intervene
Track usage signals, churn risks, and expansion opportunities
Design proactive outreach and automation before issues escalate
Partner closely with Product, Engineering, and GTM
Collaborate on experiments to improve activation, retention, and NPS
Help test, ship, and iterate on customer-facing improvements quickly
Drive toward clear outcomes
Push toward a North Star of 70+ NPS and <5% annual churn
Constantly ask: What system change prevents this problem from happening again?