Customer Experience Manager

Lavu helps profitable high-growth restaurants run seamlessly and move money effortlessly—maximizing control, eliminating fees, and increasing profitability. We unify restaurant operations and finance into one simple, easy-to-use platform so owners can run, pay, get paid, and grow.

We’re transforming how restaurants operate with our mobile/cloud POS across fine dining, QSR, bars, cafes, pizzerias, and food trucks in 80+ countries. Our mission: partner with owners through knowledge, solutions, and expertise that accelerate growth while advancing the industry.

As a Customer Experience Manager, you will be responsible for managing a portfolio of clients in your assigned territory, ensuring their satisfaction and success. Working closely with teams across departments, you will strive to understand each client’s unique business needs and cultivate strong relationships. By regularly providing updates, guidance, and support, you will play a vital role in maximizing client satisfaction and driving their growth.

This is an on site role in our Tampa, Florida office.

• Manage a portfolio of clients in your assigned territory, serving as their primary point of contact and building lasting relationships through in person, phone and email interactions.
• Understand clients’ business goals, challenges, and requirements to effectively tailor our solutions and services.
• Provide regular updates and guidance to clients, keeping them informed of new features, functionalities, and industry best practices.
• Collaborate with internal teams, including sales, support, and product, to address client needs and ensure a seamless customer experience.
• Advocate for clients within the organization, acting as a voice of the customer and providing feedback to improve our products and services.
• Proactively identify opportunities for upselling and cross‑selling, working closely with the sales team to expand client relationships and revenue.
• Monitor client usage and adoption of Lavu Systems, identifying areas for improvement and providing recommendations to drive success.
• Stay up to date with industry trends, competitive landscape, and market insights to better serve clients and provide strategic guidance.

• Proven experience as a Customer Experience Manager or similar role, preferably in a SaaS or technology‑driven environment.
• Exceptional relationship‑building and communication skills, with the ability to establish rapport and trust with clients.
• Strong problem‑solving and analytical skills, with the ability to understand complex business needs and recommend effective solutions.
• Customer‑centric mindset with a genuine passion for helping clients succeed.
• Technical aptitude and ability to quickly grasp and effectively communicate technical concepts to non‑technical audiences.
• Excellent organizational skills, with the ability to manage multiple clients and priorities simultaneously.
• Self‑motivated, proactive, and able to work independently in a remote environment.
• Experience working remotely and collaborating effectively with virtual teams.
• Previous experience in the restaurant industry or familiarity with point‑of‑sale systems is a plus.

This is an in person role, working 3 days in office and 2 in the field each week. As a Customer Experience Manager at Lavu, you will play a vital role in our customers’ success and contribute to the ongoing growth and innovation of our company. Join us in shaping the future of the restaurant industry!

• Possess strong critical thinking skills, especially in fast‑paced and evolving environments.
• Excellent written, verbal, and interpersonal communication skills.
• Enjoy helping people and have a customer‑centric mindset.
• Display professionalism, courtesy, respect, and maintain a positive and upbeat attitude during all interactions.
• Passionate about witnessing business growth and success, and excited about being part of an alliance with restaurant owners.
• Demonstrate a sense of urgency and the ability to work efficiently.
• Skilled in multitasking effectively and efficiently.

• Build strong relationships with clients, understanding their business objectives and identifying how…