Customer Experience Manager

About Santé Santé is the #1 operating system for local retailers. Our platform runs the entire store, including point of sale, integrated payments, eCommerce, inventory management, delivery-app integrations, marketing, bookkeeping, and AI Agents, so owners of liquor, grocery, and convenience stores can compete like the big chains without losing what makes them local. Just two years into the business, Santé is delivering meaningful growth for hundreds of local retailers across the US:

• Cutting payroll costs by $35 - $50k with agents that handle admin work for store owners
• Increasing revenue by 10-15% with eCommerce and Marketing agents that drive sales

Everyone on our team is the domain expert on the problems they’re responsible for solving. We’re also curious about what living in the future means, and we are committed to bringing it to our customers. We challenge current assumptions and explore new workflows. We believe that this is the only way to create a generational company that lasts a century. About the Role Customer Experience is one of the three core functions at Santé, alongside Engineering and Sales. You’ll onboard new stores, train owners on the platform, solve complex operational problems, and work directly with Engineering to improve the product. You’ll spend your days talking to customers, uncovering the root cause behind their problems, and deciding what to build. You’ll learn how to ask “why” instead of taking feature requests at face value, make product tradeoffs, and experience firsthand how product decisions are made at a fast-growing startup. 100% of the CX team today wants to start a company one day, and we all benefit from knowing what PMF feels like. If you’re like us, we’d love to talk to you. In this role, you will

• Own customer onboarding from kickoff through launch, helping retailers successfully transition from their legacy POS to Santé
• Travel to stores around NYC, NJ, Colorado, Florida, and beyond when needed to launch new customers, train owners and employees, understand their operations firsthand, and build lasting relationships
• Migrate customer data from legacy systems with Claude Code/Codex
• Challenge feature requests/assumptions, ask “why”, and solve the actual problem customers are experiencing
• Partner with Engineering to turn your insights into shipped code with high impact
• Build playbooks, internal tools, and AI-powered workflows that help Customer Experience scale 10x without sacrificing quality

Who You Are

• You want to build a company one day and are obsessed with learning how great products are built
• You have a high bar for ownership. You own your inputs and outputs, and you care about the whole business
• You admire Michelin-star service because you care about craftsmanship, attention to detail, and giving customers respectable service
• You are curious about tools like Claude Code, Codex, Cursor, and you’re ready to build

Compensation $80,000 – $100,000 + Meaningful Equity This range reflects the expected compensation for this role. Compensation within the range is determined based on experience, skills, and scope of responsibilities. In addition to base salary, we offer meaningful early-stage equity. This team's work is the foundation the company compounds on. Benefits

• Company-sponsored benefits
• 401(k)
• Nightly team dinners