Founding Customer Experience Engineer

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. Our bigger mission is to build 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