Restaurant Success & Experience Manager (Remote)

Lavu; Philippines; Remote; PHP 900,000 - 1,700,000; Full time

Benefits offered by this job

Remote-friendly

Travel up to 25%

Exposure to SaaS platforms

Job summary

Lavu helps restaurants operate with a single mobile/cloud POS platform, serving 80+ countries. We are seeking a Customer Experience Manager to manage a portfolio of clients in your assigned territory, ensuring satisfaction and Growth.

You will deploy iPad POS, train users, and coordinate with sales, support, and product teams to deliver exceptional service. You will work remotely from the Philippines, maintain strong client relationships, and pursue upsell opportunities while staying informed on

Qualifications

• Proven experience as a Customer Experience Manager or similar in SaaS/tech.
• Exceptional relationship-building and communication skills.
• Strong problem-solving and analytical abilities to understand client needs.
• Customer-centric mindset focused on helping clients succeed.
• Ability to grasp technical concepts and explain them simply to non-technical audiences.
• Excellent organizational skills to manage multiple clients and priorities.
• Self-motivated, proactive, and able to work remotely.
• Experience working remotely with virtual teams.
• Familiarity with the restaurant industry or POS systems is a plus.

Responsibilities

• Build relationships with clients and understand their objectives.
• Deploy iPad POS solutions and provide on-site support when needed.
• Train clients on using Lavu POS to optimize operations.
• Conduct regular reviews and provide recommendations.
• Maintain expert knowledge of Lavu Systems to assist clients.
• Identify areas for improvement and offer solutions.
• Travel up to 25% for onboarding and routine check-ups.
• Conduct QBRs and health checks.
• Nurture and maintain customer relationships.
• Manage account upsells and growth opportunities.
• Provide ongoing education and training to clients.
• Document software issues using Jira.
• Prioritize staff workloads as needed.
• Handle escalated service questions or research solutions.
• Make a meaningful impact and contribute to customer success.

Skills

Relationship-building

Communication

Problem-solving

Customer-centric mindset

Technical aptitude

Organizational skills

Remote-work experience

SaaS experience

Restaurant/POS knowledge

Tools

Jira

HubSpot

Excel

G Suite

Job description

Lavu helps restaurants operate with a single mobile/cloud POS platform, serving 80+ countries. We are seeking a Customer Experience Manager to manage a portfolio of clients in your assigned territory, ensuring satisfaction and Growth.

You will deploy iPad POS, train users, and coordinate with sales, support, and product teams to deliver exceptional service. You will work remotely from the Philippines, maintain strong client relationships, and pursue upsell opportunities while staying informed on