haku
Customer Experience Manager
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Customer Experience Manager
Sr. Account Manager, Customer Success (Enterprise Events)
Overview
We are looking for a dynamic, high-energy self-starter who lives and breathes customer service, and is ready to support both event organizers and participants, delivering top-tier assistance and answers to their questions.
About the Role at haku
At Haku, our stunning offices overlook Biscayne Bay in Miami, and are home to a passionate, diverse, and innovative team. We thrive on:
- Solving complex challenges
- Building strong customer relationships
- Creating innovative technology solutions
- Winning as a team
Benefits
As a Team Member, You’ll Enjoy:
- Flexible Paid Time Off (PTO) + paid holidays
- Top-tier benefits package, covering Health, Dental, Vision, Short-Term Disability (STD), Long-Term Disability (LTD), and Life Insurance
- 401k with employer matching (after 90 days)
- Hybrid work model for flexibility
- Paid parental leave for birthing and non-birthing parents (after 1 year)
- Professional development reimbursement (after 6 months)
- Monthly credit toward wellness activities (gym, meal plans, mental health)
- Free access to wellness subscriptions, mental health, and financial planning platforms
- Discounted pet insurance, voluntary life insurance, and employee discounts through Perkspot
- Company-paid parking in heart of Brickell
- State-of-the-art Apple computers and accessories
- Wellness programs, happy hours, and company-wide events
- On-site amenities, including an office gym and wellness center plus a fully stocked kitchen
Your Responsibilities
- Manage a portfolio of enterprise event organizations, ensuring event success through monitoring and strategic oversight
- Build strong partnerships with key customers, becoming their trusted subject matter expert across haku products, features, and services
- Identify opportunities to strengthen customer relationships throughout the customer lifecycle
- Resolve customer questions, problems, and concerns by providing problem-solving resources and collaborating with internal subject matter experts
- Train new and existing event organizers during onboarding and ongoing engagement, covering all haku products and feature updates
- Develop and refine haku’s customer experience process documentation, tools, and templates
- Capture and document customer feature requests, and work closely with engineering and product teams to prioritise incoming ideas
- Collaborate cross-functionally across departments, including Participant Support, Product, Engineering, Business Development, and other teams, leveraging internal tools
- Summarise insights and share actionable intelligence with customers and cross-functional teams
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Who You Are
Preferred Education & Background
- College degree in Business Administration, Marketing, Communications, Accounting or Finance (Master’s degree preferred but not required)
- 2-3 years of Customer Success or Account Management experience
Key Skills & Traits
- Detail-oriented with exceptional interpersonal, presentation, written, and communication skills
- Technologically adaptable –能力強く、新しい技術を学び、利用できる
- Highly organized and efficient at task prioritisation
- Proactive approach to customer service, with a passion for delivering incredible support experience
- Strong problem-solving and adaptive mindset, capable of pivoting quickly to address all scenarios
- Self-starter with intellectual curiosity to fully understand and resolve complex questions
- Expertise in customer retention risk identification and strategy development
- Ready to travel 5-10% as part of the role to support in-person event support
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About Haku
Haku is an all-in-one technology platform designed for event management, registration, fundraising, marketing, and participant engagement, tailor-made for endurance events and nonprofit organizations. Built to eliminate frustration from rigid systems, limited insights, and manual processes, haku integrates everything into one seamless solution.
Our customers span iconic brands such as:
- Marine Corps Marathon
- Philadelphia Eagles
- Bank of America Chicago Marathon
- Big Sur Marathon
- Team in Training
- Colon Cancer Coalition
- and countless others across sports and philanthropic missions
At Haku, we are proudly a minority-owned business and an equal-opportunity employer. We value diversity and are committed to creating an inclusive workplace that empowers everyone—regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Our mission is to foster an environment where everyone feels welcome and empowered to succeed.
For more information about Haku, visit www.hakuapp.com.
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