Founding CX Manager

Who are we? Founded in 2023, Santé is a modernized Point-of-Sale (POS) system serving wine and liquor stores. While modern POS systems have transformed restaurants and general retail, their one-size-fits-all design fails to meet the unique needs of the beverage industry, creating a massive opportunity in the market. Two years into the business, Santé has developed full vertical integration tailored to this market segment, driving value for 150+ stores. With usage around the clock and across multiple timezones, Santé serves as the main artery for our customers to procure, transact, and report on all aspects of their business. What is the role? We’re hiring for a founding customer experience manager to be one of the early members of our customer experience team. We’re looking for someone who loves working directly with customers and deeply cares about helping small business owners thrive. You’ll help us lead onboarding and ongoing support, where you will delight customers during the most important stage of their journey. In this role, you’ll set a new standard for what great customer care looks like in the industry. What we expect Ready to execute on the following responsibilities: Launch customers on Santé, making sure every setup is efficient and smooth. You’ll get to meet customers face-to-face and solve their challenges firsthand. Some travel may be required to onboard larger customers Train store owners and cashiers to comfortably operate with Santé Migrate data from legacy POS systems into Santé Lead frontline support — diagnose root causes of issues, guide customers through questions, and collect feedback to help us design a better product Evaluate customer pain points and help design smarter processes and tools that help us scale Serve as the voice of the customer in collaboration with Engineering to guide our product roadmap You want to win: Many of our teammates are former athletes or otherwise doggedly competitive to push themselves and outpace our competitors. You want to be in the office every day because you know you practice harder when we are together You are represented by your work. Spending full-time on something means you are in pursuit of excellence in your craft and strive for mastery. If cutting once matters, then getting your measurements correct up front matters even more. You understand this is a team sport. Not just between CX, product, sales and engineering, but also within CX itself. Decisions are communicated and feedback is critical to give and receive on a continual basis. You’re well-rounded: You have a natural inclination for helping and caring for people. You’re understanding of everyone you interact with, and you approach them with empathy and patience to make things right You’re aware of the importance of clear communication. Overcommunication is better than saying too little You have some basic programming experience and familiarity with Claude Code, Cursor, or other AI coding environments You have a strong intuition on how to go above and beyond in any respect Bonus points if you have an eye for design (web design, product design, graphic design, etc.) Please don’t apply if You don’t already live in NYC or require work authorization. We are not considering any relocation or sponsorship at this time You don’t see the value of in-person collaboration. We aren’t trying to justify our office bill. We constantly collaborate shoulder-to-shoulder, fielding new concepts on the whiteboard and triaging live needs from our customers. Your best self is around other people wanting to do the same You just want another job. Santé is a fully dynamic, demanding place to grow your career and chart a new path that the beverages industry has never experienced. This is a place where you seek symbiosis to push yourself, and the company forward You don’t believe in equity. Santé is at its nascency, and what we do this year will dramatically chart our vector of success in the next year no different than how compound interest goes to work when effort is made early on You struggle to improvise. Oftentimes what you set out to do and end up doing can be two different things. Sometimes you need to see through on your original goals regardless. How you triage this is a craft that can define your success and the success of the business You operate best under strong guidance. While our team heavily prioritizes collaboration (and we embrace it), you are constantly working to produce great work on your own– because you can