Customer Experience Manager (CXM) – AI-Forward

HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and Make Work Happy!

About the Role

HappyCo is building an AI-first customer experience organization, and the Customer Experience Manager is the role that carries it. This is a full-cycle, single-owner seat for our Mid-Market & Regional segment — operators running 1,000–5,000 multifamily units at >$1,000 MRR — where one person owns the complete customer journey from launch and implementation through adoption, retention, and expansion.

You will carry a book of up to 20 accounts. That number works because the scaled and AI-augmented motion does the monitoring, the first-draft reporting, and the early risk detection for you — it raises the floor so your time goes to judgment, relationships, and outcomes. Unlike a traditional CSM who inherits an account post-launch, or a services resource who exits at go-live, the CXM holds continuity across the entire journey: no handoffs, no gaps, no customer falling through the cracks.

This is a position on a team where every book is at or near capacity, so the person in this seat owns real accounts early and matters immediately.

What You'll Do

• Own launch and implementation end-to-end — scoping, configuration, training, UAT, go-live, and hypercare — holding project timelines and Gross Time to Launch.
• Develop and execute Success Plans tied to each customer's stated business goals.
• Build and maintain multi-threaded relationships across executive sponsors, champions, and day-to-day admins.
• Run the engagement cadence across the full book, including business reviews that carry a usage, ROI, and adoption-gap narrative with a recommended next step.
• Monitor customer health, adoption, and sentiment, and act on risk signals through CTA-driven risk management in Gainsight.
• Manage escalations and mitigate churn risk with data-backed, defensible risk assessments.
• Partner with Sales on expansion, whitespace, and renewal strategy, and surface CSQLs. The CXM does not own the renewal or upsell close.
• Own the launch of any new product or add-on purchased inside your accounts.
• Relay field feedback to Product as clear requirements, risks, and opportunities.
• Apply, document, and improve the AI-augmented workflows and scaled plays the Mid-Market coverage model depends on.

Required Experience

• At least 3+ years in Customer Success or Implementation in a B2B SaaS environment
• Demonstrated end-to-end ownership of customer launches or implementations — scoping through hypercare, not a handoff role.
• Demonstrated, real-world application of AI in business workflows: AI-driven health analysis, automated insight generation, predictive risk modeling, or workflow automation for account reviews and renewals. This is non-negotiable — it is the assumption the 20-account book is built on.
• Comfort working with data: dashboards, customer usage metrics, operational KPIs.
• Strong executive communication, with the ability to hold a room of senior operator stakeholders.
• Strong project management across multiple concurrent workstreams.
• Proven ability to manage client relationships with consultative authority.
• High ownership, organization, and the ability to execute independently in a fully remote, US time zone role.

Preferred

• PropTech, multifamily, or property operations experience is strongly preferred.
• Gainsight or a comparable customer success platform, specifically CTA-driven risk workflows.
• Product telemetry, usage data, and BI tooling.
• Hands-on with LLMs integrated into live workflows, no-code automation, or data enrichment pipelines.
• Bachelor's degree or equivalent professional experience.

About HappyCo Founded in 2011, HappyCo (happy.co) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property’ has more than 5 million units on its platform. We’re everyday people with a shared purpose — improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we’re turning our passions into happier communities! When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. Learn more about our Product Vision here! Our HappyCo Culture HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, check out our careers page! We Offer: - Work from anywhere supported by a flexible company culture - Opportunity to work for one of the fastest-growing technology companies in the PropTech industry - Unlimited vacation time - Generous paid parental leave - Competitive and equitable pay - Monthly stipends to support Wellness and Home Office expenses Find out more about our US Employee Benefits here! We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes, and HappyCo is not responsible for any fees related to unsolicited resumes. A note on hiring scams: All legitimate communication from HappyCo about this role — including interview scheduling, offer letters, and any request for personal information — will come from an @happy.co email address. We will never conduct interviews over chat-only platforms (e.g., Telegram, WhatsApp, Skype) or ask you to pay for equipment, training, or background checks. If you receive an offer or interview request from any other domain, please don’t respond, and report it to us at recruitingscam@happy.co