Customer Experience Manager

About the role

What we’re building

One team that owns everything the customer touches: support, onboarding, training, project coordination, escalations, renewals. Most companies split that across three to five departments. We don’t. You’ll be the person our customers see, hear, and trust in the room during discovery, in their inbox the same afternoon, and on top of every open item in between.

There’s a payoff to working this close to the work. In a year you’ll see the inside of more operations than most people see in a career, and that breadth compounds: CX team members become business process consultants in their own right, able to recognize a challenge because they’ve seen it before and point to approaches that worked elsewhere.

What we care about most is simple: our software changes how people spend their working days. If the idea of making someone’s job genuinely better excites you, you’ll fit here.

What you’ll do

• Our methods will keep evolving.
• Today’s workshops, process maps, and project rituals may look different in a year.
• Five things about this role won’t change:

• Respond.
• Be the customer’s day-to-day contact, and answer fast enough that they never wonder whether we got the message.
• A confused customer is a problem to solve, not a ticket to close.

• Be consistent.
• Same-day follow-through, every open item tracked to done, details right down to the spelling of people’s names.
• Trust compounds through small accuracy, repeated.

• Get ahead of things.
• Follow up before you’re asked.
• Watch account health and flag risk while it’s still cheap to fix.
• Notice what the customer needs before they say it.

Be honest and humble. Report status as it is, not as we wish it were. You don’t need to be the deepest technical expert in the room; you need to know when to pull one in, and you’d rather bring in the right expert than wing an answer you’re not sure of.

• Care.
• Be friendly for real, not as a service voice.
• The people we work with (in fields, coolers, and back offices) should leave every interaction feeling looked after.

Day to day, that means handling inbound customer questions end-to-end with clean handoffs to Product and Engineering, getting new customers up and running, owning the customer-facing side of projects (the plan, the boards, the meetings, the follow-ups), being at the customer’s site during discovery, and being the calm point of contact when something goes sideways.

• We aren’t looking for robots who execute a script.
• Only real people, with their own individual mix of strengths and skills, should work here.
• We’d rather adapt the role to a great person than sand a great person down to fit the role.

• You’re a fit if
• You’ve been the face of a company to big accounts and senior stakeholders, and you’re comfortable in front of a room holding attention, keeping a working session moving, reading when to push and when to park.
• You make a professional impression and take good care of customers even with minimal or loose guidance. Nobody needs to hand you a script for you to represent us well.
• You write clearly and quickly. A customer should finish your note knowing exactly what happened, what’s next, and who owns it; a follow-up that makes the next meeting easier.
• People who’ve worked with you describe you as the person who’s always on top of things. Prompt follow-up isn’t a habit you maintain; it’s who you are.
• You stay organized across multiple accounts, projects, and travel without losing the plot on any of them, and without a manager checking behind you.
• What sets candidates apart
• Industry experience in produce, food, agriculture, or any adjacent or regulated-operations world. Any amount helps; there’s no minimum.
• Spanish/English bilingual is a huge plus for the operations floors and field teams we work with.
• Genuine curiosity about AI tools. You don’t need to be technical, but our engagements run on AI-assisted workflows, and the ideal candidate is already playing with these tools (or itching to).
• What this isn’t
• This isn’t a script-reading support seat, and it isn’t closing tickets by volume. It’s owning relationships with real operations and being trusted with everything they experience from us.

What you’ll get

• Real ownership of the customer relationship, a hand in a function we’re deliberately building differently, and a team that treats the customer’s experience as the product.
• On-site, San Luis Obispo, CA. Compensation commensurate with experience.

• About Company ---

About FreshAhead, Inc.

• We build software that finally speaks AG.
• Agriculture is one of the most demanding supply chains in the world, and most operations run it on tools that were never built for it.
• FreshAhead connects everything from field to facility to delivery, and because our software lives in the physical world, it either works or it doesn’t.
• We don’t build systems customers adapt to; we start where most software stops, with how their operation actually works.

• That promise is kept by people, not features.
• We listen first.
• We show up in person and stay until the problem is solved.
• We move at harvest speed, and we’re in it for the long haul; season over season, not just through onboarding.
• The Customer Experience Manager is where those commitments live every day.