Team Lead responsible for customer experience in a high - growth fintech startup. Managing complex issues, team support, and operational excellence in customer interactions.
About the role
- Customer Experience Manager enhancing enterprise client relationships through efficient onboarding and strategic guidance on AI solutions. Collaborating across teams to optimize customer experiences.
Responsibilities
- Build and maintain trusted relationships with enterprise 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 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 enterprise account management experience with technical and strategic stakeholders
- 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
Benefits
- Competitive salary
- Comprehensive benefits
- Meaningful equity stakes
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Legal Support Specialist providing specialized secretarial support to attorneys by preparing legal documents. This involves multiple duties including filing, scheduling, and maintaining case information in a fast - paced environment.
Customer Care Agent handling customer inquiries for Nilfisk in French and English. Collaborating across teams to enhance customer satisfaction and resolve issues effectively.
Customer Care Specialist responsible for billing inquiries and insurance assistance for Exact Sciences. Offering flexible work from home model with various shifts available.
Customer Success Analyst ensuring that real estate clients maximize value from Kenlo's solutions. Engaging with clients to promote a positive experience throughout their journey.
Bilingual Customer Service Representative at Uline assisting customers over various channels. Delivering legendary service with opportunities for growth in a fast - paced environment.
Bilingual Customer Service Department Manager leading teams to deliver exceptional customer service at Uline. Responsible for training, managing daily activities, and resolving escalated issues in Texas.
Team Leader overseeing Cashea's customer service operations in a hybrid role. Responsible for team performance monitoring and coaching in customer interactions.
Client Success Analyst at Saber, enhancing education quality for millions in Brazil through effective customer support and data analysis.
Lead Customer Service for Maritime Cranes in Denmark, managing a team and expanding operations at Liebherr. Focus on customer relationships and market research for growth.