Customer Experience Manager

About the role

We are seeking an energetic, proactive customer experience professional who is passionate about service and support. In this position, you will assist both event organizers and their participants, respond to questions, and help ensure a smooth customer journey.

What you will do

• Oversee a portfolio of enterprise event organizations and track the success of their events.
• Develop trusted, strategic relationships with key customers by becoming a knowledgeable partner across the full range of haku products, features, and services.
• Look for ways to strengthen customer relationships at every stage of the customer lifecycle.
• Handle customer inquiries, solve issues, and help maintain satisfaction by using internal resources and coordinating with subject matter experts across the business.
• Deliver thorough onboarding and product training to new event organizers as well as existing customers, including updates on new features and releases.
• Help shape customer experience documentation, workflows, tools, and templates.
• Record customer feature requests and work closely with product and engineering teams to help rank and manage incoming requests.
• Partner with teams across the company on shared projects and initiatives.
• Work with Participant Support, Product, Engineering, Business Development, and other internal teams, using internal systems to resolve issues efficiently.
• Collect, summarize, and share insights appropriately with customers and internal teams.

Experience and skills we are looking for

• A college background in Business Administration, Marketing, Communications, Accounting, or Finance is preferred; a master’s degree is preferred but not mandatory.
• 2 to 3 years of experience in Customer Success or Account Management.
• Strong attention to detail, along with excellent interpersonal, presentation, written, and verbal communication skills.
• Comfortable learning, understanding, and using technology.
• Highly organized, efficient, and able to prioritize effectively.
• Self-driven, proactive, and committed to delivering excellent service to every customer.
• Capable of adapting quickly to uncertain or changing situations.
• Independent problem-solver with strong intellectual curiosity and persistence in finding answers until issues are fully understood.
• Experience spotting customer retention risks and creating practical mitigation plans.
• Willingness to travel 5% to 10% to support customer events.

Benefits and perks

• Flexible paid time off plus paid holidays.
• Comprehensive benefits including health, dental, vision, STD, LTD, and life insurance.
• 401(k) plan with employer match after 90 days.
• Hybrid work arrangement.
• Paid parental leave for birthing and non-birthing parents after 1 year.
• Professional development reimbursement after 6 months.
• Monthly wellness credit for activities such as gym memberships, meal plans, and mental health expenses.
• Free access to wellness subscriptions, mental health platforms, and financial planning tools.
• Discounted pet insurance and voluntary life insurance, plus employee discounts through Perkspot.
• Company-paid parking in Brickell.
• Apple computer and accessories provided by the company.
• Wellness activities, happy hours, and company-wide events.
• Modern office amenities, including an on-site gym, wellness center, and fully stocked kitchen.

About the company

haku is an integrated technology platform for event management, registration, fundraising, marketing, and participant engagement. Built for endurance events and nonprofit organizations, it brings together tools and insights that help reduce manual work and improve the overall experience.

The company works with well-known organizations in sports and philanthropy and describes itself as a minority-owned business committed to equal opportunity and an inclusive workplace. Employment decisions are made without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Additional information

This role requires occasional travel of 5% to 10% for customer event support.

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