Customer Experience Manager (CXM) – AI-Forward

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.