The Role
Manage customer relationships post-implementation, ensure value realisation from services, drive adoption, and maintain customer satisfaction. Collaborate with cross-functional teams, validate customer needs, and oversee fulfillment of contractual commitments.
Summary Generated by Built In
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
Benefits:
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.
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
- 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
- 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
- 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
- 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
- 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
- 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
- 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.
Top Skills
CRM
MS Office
Reporting Tools
Ticketing Tools
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The Company
What We Do
2022 Best Places to Work in Pittsburgh
2022 Tech 50 Finalist
2022 Fast 50 Award Recipient
Founded in January 2019, Mayvue is the premier software solutions provider to public agencies as they build and maintain the critical infrastructure necessary for today and into the future. With 75% of all infrastructure in the United States being funded and maintained by state and local agencies, it is critical that the most up-to-date tools and expertise are available to empower them to efficiently and effectively maintain infrastructure assets.
Building on the industry skills and experience of our founding team, Mayvue re-envisions the technologies used by public agencies to further their impact and to guide them into the future
