{"id":1154560,"url":"https://alion.io/job/happyco-customer-experience-manager-cxm-ai-forward","title":"Customer Experience Manager (CXM) – AI-Forward","company":{"id":8506,"name":"HappyCo","domain":"happy.co","url":"https://alion.io/company/happyco","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":70,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":63,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":125000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":248},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2025-11-24T17:16:05Z","employer_posted_date":"2025-11-24","last_verified_at":"2026-10-30T08:27:55Z","board_verified":true,"closed_at":null,"days_open":339,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":338},"description":"About the Role\nHappyCo 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.\nYou 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.\nThis 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.\n\nWhat You'll Do\nOwn launch and implementation end-to-end - scoping, configuration, training, UAT, go-live, and hypercare - holding project timelines and Gross Time to Launch.\nDevelop and execute Success Plans tied to each customer's stated business goals.\nBuild and maintain multi-threaded relationships across executive sponsors, champions, and day-to-day admins.\nRun the engagement cadence across the full book, including business reviews that carry a usage, ROI, and adoption-gap narrative with a recommended next step.\nMonitor customer health, adoption, and sentiment, and act on risk signals through CTA-driven risk management in Gainsight.\nManage escalations and mitigate churn risk with data-backed, defensible risk assessments.\nPartner with Sales on expansion, whitespace, and renewal strategy, and surface CSQLs. The CXM does not own the renewal or upsell close.\nOwn the launch of any new product or add-on purchased inside your accounts.\nRelay field feedback to Product as clear requirements, risks, and opportunities.\nApply, document, and improve the AI-augmented workflows and scaled plays the Mid-Market coverage model depends on.\nRequired Experience\nAt least 3+ years in Customer Success or Implementation in a B2B SaaS environment\nDemonstrated end-to-end ownership of customer launches or implementations - scoping through hypercare, not a handoff role.\n 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.\nComfort working with data: dashboards, customer usage metrics, operational KPIs.\nStrong executive communication, with the ability to hold a room of senior operator stakeholders.\nStrong project management across multiple concurrent workstreams.\nProven ability to manage client relationships with consultative authority.\nHigh ownership, organization, and the ability to execute independently in a fully remote, US time zone role.\nPreferred\nPropTech, multifamily, or property operations experience is strongly preferred.\nGainsight or a comparable customer success platform, specifically CTA-driven risk workflows.\nProduct telemetry, usage data, and BI tooling.\nHands-on with LLMs integrated into live workflows, no-code automation, or data enrichment pipelines.\nBachelor's degree or equivalent professional 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