Customer Experience Manager (SaaS)

TL;DR

Customer Experience Manager (SaaS): Managing a portfolio of restaurant clients to ensure satisfaction and success with an accent on relationship building and POS deployment. Focus on driving client growth through strategic guidance, onboarding, and proactive health checks.

Location: Hybrid (Tampa, FL): 3 days per week in office, 2 days on site with customers

Company

hirify.global provides a mobile/cloud POS platform that unifies restaurant operations and finance for businesses in over 80 countries.

What you will do

• Manage a portfolio of clients as the primary point of contact and build lasting relationships.
• Deploy iPad POS solutions and provide on-site training and support for restaurant owners.
• Conduct Quarterly Business Reviews (QBRs) and health assessments to monitor adoption.
• Identify upselling and cross-selling opportunities to expand client relationships and revenue.
• Collaborate with sales, support, and product teams to advocate for the voice of the customer.
• Document software issues using Jira and provide feedback for product improvement.

Requirements

• Proven experience as a Customer Experience Manager or similar role, preferably in a SaaS environment.
• Must be based in or able to work in Tampa, FL.
• Strong technical aptitude to effectively communicate technical concepts to non-technical audiences.
• Exceptional relationship-building, organizational, and multitasking skills.
• Ability to travel up to 25% for customer onboarding and routine check-ups.

Nice to have

• Previous experience in the restaurant industry or familiarity with point-of-sale (POS) systems.
• Experience with HubSpot or related CRM platforms.
• Proficiency in Microsoft Office, Excel, and G Suite.

Culture & Benefits

• Hybrid work model combining office presence and field visits to clients.
• Opportunity to work in a fast-paced environment and witness direct business growth of clients.
• Collaborative culture with cross-departmental interaction (Sales, Support, Product).