Senior Customer Experience Manager (CXM) – Strategic

Maven AGI•Boston, MA

43d•$120,000 - $170,000

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 Strategic 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.

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 working with or around AI/ML, LLMs, or enterprise automation tools is a plus
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

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.