Founding Customer Experience Engineer jobs in United States
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Maple · 10 hours ago

Founding Customer Experience Engineer

positionNew York, NY
timeFull-time
remoteOnsite
seniorityMid Level
money$100K/yr - $150K/yr

Maple is building AI agents for local businesses to enhance customer interactions. The Customer Experience Engineer will design systems for onboarding and retention, ensuring customers succeed automatically while feeling supported.

Artificial Intelligence (AI)BeautyGenerative AIInformation TechnologyMachine LearningNatural Language ProcessingRestaurantsSoftware
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H1B Sponsor Likelynote

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

Customer experience designOnboarding workflowsBehavioral designCustomer success experienceTechnical concept learningProactive mindsetCuriosityCommunicationOrganizational skills

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

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

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Voice AI for Local Businesses
dateFounded in 2024
location
New York, New York, USA
people-size11-50 employees
web-link
https://maple.inc

H1B Sponsorship

Maple has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)

Funding

Current Stage
Early Stage

Recent News

BetaKit
Maple expands virtual mental health care through Beyond ADHD acquisition
2025-11-07
Company data provided by crunchbase