Customer Experience Manager at Mayvue

Pittsburgh, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Client Services, Project Management, Value Realization, Customer Relationship Management, Adoption Strategy, Scope Stewardship, Stakeholder Management, Risk Mitigation, Cross Functional Coordination, Customer Feedback Capture, CRM Tools, Ticketing Tools, Reporting Tools, Microsoft Office Suite, Accountability

Industry

IT Services and IT Consulting

Description

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. What You’ll Own 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 How Success Is Measured Customer retention and renewal rates Product adoption and usage Customer satisfaction (CSAT / NPS) Predictability and appropriateness of Service Unit consumption Reduction in unplanned or goodwill work Early identification and mitigation of customer risk Reduced need for executive level intervention What You Bring 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) and technology 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 Mayvue provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Responsibilities

This role is responsible for owning the post-implementation customer journey, ensuring clients achieve measurable value from the software and services through proactive engagement and value realization for an assigned customer portfolio. The manager will act as the steward of customer success scope, validating priorities and ensuring outcomes align with contractual commitments.