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Customer Experience Manager

Customer Experience | Miami, FL | Full Time

Job Description

We are looking for a dynamic, high-energy, self-starter, who lives and breathes customer service. This candidate will be ready to support both event organizers and their participants and answer any questions they may have.


Our state-of-the-art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.

We offer compensation packages that consist of competitive salaries and benefits. From day one as a team member, you'll be eligible to benefit from:

  • Flexible PTO + paid holidays

  • Top-quality benefits package (Health, Dental, Vision, LTD, and Life Insurance)

  • Parental Leave: paid parental leave for birthing and non-birthing parents

  • Monthly credit towards wellness activities (gym, meal plans, mental health support)

  • Company-paid parking in the heart of Brickell

  • State-of-the-art Apple computer and accessories

  • Wellness activities, happy hours, and company-wide fun events

  • Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more


  • Managing a portfolio of enterprise event organizations and monitor events’ success

  • Provide training on all haku products to new event organizers during the onboarding process

  • Provide training to existing customers on any new features and products

  • Create an online support system and publish user guides and answers to frequently asked questions

  • Support participants with any registration or route questions or send them to the appropriate event organizer

  • Work closely with event organizers on different ways to help them promote and market their events to more people using haku's social and marketing tools

  • Document customer feature requests and work closely with the development team to prioritize incoming requests


  • College education in Business Administration, Marketing, Communications, Accounting or Finance preferred. Masters Degree preferred but not required.

  • Detail-oriented with excellent interpersonal, presentation, written, and communication skills

  • Ability to learn, understand, and use technology

  • Efficient, organized, and can prioritize tasks

  • Proactive attitude with a passion to provide amazing service and support to every customer

  • Self-Starter with a great ability for problem-solving

  • Willingness to occasionally travel

  • 2-3 Years of Customer Success Experience


haku is a state-of-the-art technology platform that powers world-renowned events. Our SaaS product equips event organizers of all sizes with an impactful business platform that enables them to plan, organize, promote, and execute their events. The bulk of our customers make up the enterprise tier of our market and include organizations like the Marine Corps Marathon, runDisney, The Philadelphia Eagles, the Bank of America Chicago Marathon, the Atlanta Track Club, the Big Sur Marathon, Team in Training, Mercedes Benz Corporate Run, and many more.

We’re proud to be a minority owned-business and equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Our vision as an employer is to establish a work environment where everyone is welcomed, and anyone has the right to succeed

For more information about our company, please visit our website at

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