Customer Success Manager

Hi 👋 I’m Aidan, founder of Maple.

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.

About the Role

At Maple, we’re on a mission to make AI work for real-world businesses—and we need a Customer Success Manager who’s equal parts process pro, relationship-builder, product expert, and trusted advisor. You’ll be the go-to for our biggest customers, helping them unlock the full power of Maple’s AI agents and ensuring they stick around for the long haul. If you thrive on fast-paced, high-impact work and love making customers’ lives easier, you’ll fit right in. Early hires on this team will have the ability to shape the direction of the entire department.

What You’ll Do

• Help build the processes and team to help us scale to 40,000 customers and $100m in revenue by the end of 2027

• Push towards a North Star of achieving a 70+ NPS score and <5% monthly churn rate

• Build and nurture relationships with key stakeholders at our top accounts—be their first call for anything Maple

• Become a Maple product pro and help customers get the most out of our platform

• Lead onboarding, training, and ongoing support to drive adoption and delight

• Channel customer feedback to our product and engineering teams—be their advocate and voice inside Maple

• Spot opportunities to expand Maple’s impact within accounts and help customers win

What We’re Looking For

• Someone excited to be a part of a once in a lifetime technological shift (AI is eating the world)

• Excited about the prospect of building a high-performance team from scratch

• 4+ years in a technical, customer-facing role (bonus points for SaaS or startup experience)

• Comfortable moving fast, juggling priorities, and adapting on the fly

• Strong communicator who can break down complex ideas and make them sound simple

• Experience working with engineering/product teams or developer tools is a plus

• Organized, proactive, and always ready to go the extra mile for your customers

Don't Apply Here If...

Please don’t apply if you aren’t excited about the following

• Working ~70 hrs/week, in-person, with some of the most ambitious and intelligent people in NYC

• Dealing with the growing pains of a hyper-scaling company — ambiguity, rapid change, and constant iteration.

• Building a generational company at the center of a once-in-a-lifetime technological inflection.

• Experimenting often, cutting losses quickly, and shipping fast. The faster and more things we try, the faster we all grow.

How we work

• 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

What we offer

• 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.