Maple · 1 day ago
Founding Customer Experience Engineer
New York City Office
Full-time
Onsite
Mid Level
$100K/yr - $150K/yrMaple is building AI agents that assist local businesses in managing customer interactions. The Customer Experience Engineer will design and implement systems to enhance customer onboarding and retention, ensuring a seamless experience that drives growth.
CryptocurrencyFinancial Services
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?
Qualification
Required
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)
Preferred
Experience in customer success, operations, solutions engineering, implementation, or consulting is a plus
Benefits
Full health, dental, vision, 401k, life insurance, and unlimited PTO
Tools budget, coffee budget, whatever-you-need-to-be-great budget
Company
Maple
Maple, launched in 2021, is an on-chain Asset Manager with decades of traditional finance and crypto experience.
Founded in 2018
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$7.7M2023-08-22Series Unknown· $5M
2021-03-18Seed· $1.4M
2020-12-21Seed· $1.3M
Recent News
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