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Manager, Strategic Customer Experience

4 weeks ago
United States
Full-time
Senior
Customer Success Manager
Project and Program Management
LLM
Apply Now
HappyCo

HappyCo

HappyCo provides an AI-powered platform designed to centralize and optimize maintenance operations for multifamily properties, enabling real-time inspection, monitoring, and management of business assets to enhance resident satisfaction and operational...

Professional Services
51-250
Founded 2012
$12M raised
View All Jobs 9

Description

  • Lead, coach, and develop a team of Strategic CXMs managing full-lifecycle customer accounts.
  • Own team performance across retention, expansion, satisfaction, and time-to-launch goals.
  • Champion AI-augmented engagement through lifecycle comms, adoption nudges, and automated plays.
  • Partner with Sales on expansion and whitespace planning.
  • Partner with Product on roadmap alignment.
  • Run proactive risk management and keep account books balanced to capacity.
  • Help stand up and mature the strategic customer experience motion ahead of team growth.
  • Own team strategy and communicate performance clearly to leadership.

Requirements

  • 5+ years of experience in Customer Success, Professional Services, or Account Management in a B2B SaaS environment.
  • 2+ years of experience leading customer-facing teams, ideally in a scaling or high-growth environment.
  • Demonstrated real-world application of AI in business workflows.
  • Fluency with AI and automation in customer engagement, with experience building repeatable motions.
  • Strong operational skills in forecasting, capacity planning, health scores, and risk management.
  • High technical acumen with the ability to discuss product, configuration, and integrations.
  • Experience overseeing complex implementations and enforcing project delivery timelines.
  • A collaborative, execution-oriented leadership style that balances people development with business results.
  • PropTech or multifamily experience, preferred.
  • Experience with customer success platforms such as Gainsight, preferred.
  • Hands-on experience with AI tools such as LLMs, no-code automation, and data enrichment pipelines, preferred.

Benefits

  • Work from anywhere with a flexible company culture.
  • Unlimited vacation time.
  • Generous paid parental leave.
  • Competitive and equitable pay.
  • Monthly stipends for wellness and home office expenses.
  • Opportunity to work for a fast-growing PropTech company.

Interested in this position?

Apply directly on the company website

Apply Now

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