Founding Customer Experience Engineer

At Maple, we’re building AI agents that work for local businesses: restaurants, salons, repair shops, and everything in between. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.

But our bigger mission goes deeper: we’re building automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be.

We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet.

At Maple, we believe the best customer experiences are engineered, not improvised.

We’re looking for a Customer Experience Engineer — someone who thinks in systems, obsesses over user behavior, and has the empathy to deeply understand customers and the rigor to design processes that scale. This role sits at the intersection of customer success, product, and engineering.

You will design and build the onboarding, adoption, and retention engine that powers Maple’s growth. Rather than reacting to tickets, you’ll proactively architect workflows, tooling, and feedback loops that help customers succeed automatically — and feel supported when they need a human.

This is an ideal role for someone who is engineering-minded but people-oriented: curious, analytical, empathetic, and excited to learn technical concepts quickly, even if they haven’t come from a traditional software engineering background.

Early hires in this role will directly shape how Maple scales to 40,000 customers and $100M+ in revenue.

• 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?

• 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

• Experience in customer success, operations, solutions engineering, implementation, or consulting is a plus

• 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)

This role rewards people who:

• See ambiguity as an opportunity

• Prefer fixing root causes over patching symptoms

• Enjoy building things that compound over time

Please don’t apply if you aren’t excited about:

• Working ~70 hours/week, in-person, with extremely driven people in NYC

• Operating in a hyper-scaling environment with constant change and incomplete information

• Taking ownership without waiting for perfect specs or permission

• Shipping fast, learning fast, and killing ideas that don’t work

• Building a generational company at the center of a massive technological inflection

• We optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types

• We believe in deep ownership. Engineers here talk to users, design features, and ship fast

• We value clarity over process. You’ll spend most of your day building, not waiting on decisions

• We move in person. We’re a tight-knit team that moves fast and solves problems together

• Competitive salary + meaningful equity

• A real product with real usage and growing revenue

• Strong In-person culture, fast feedback loops, and zero bureaucracy

• A small team that feels like a founding team

• Full health, dental, vision, 401k, life insurance, and unlimited PTO

• Tools budget, coffee budget, whatever-you-need-to-be-great budget

Want to help reimagine how software works for real-world businesses? Let’s talk.