Manager, Strategic Customer Experience

The Position

The Manager, Strategic Customer Experience leads a team of full-cycle, AI-augmented CXMs serving HappyCo's strategic growth accounts. This is where scale meets high-touch: your team owns the complete customer journey while leveraging automation and AI to extend their reach. You are accountable for building a repeatable, high-performing motion that protects retention and drives expansion across a fast-growing segment.

Responsibilities

• Lead, coach, and develop a team of Strategic CXMs owning full-lifecycle, single-owner books.
• Own team performance against retention, expansion, satisfaction, and time-to-launch goals for the strategic segment.
• Champion AI-augmented engagement - adoption nudges, lifecycle comms, and automated plays - to scale high-quality touch across larger books.
• Partner with Sales on expansion and whitespace planning and with Product on roadmap alignment.
• Run proactive, CTA-driven risk management and keep books balanced to capacity as the segment scales.
• Help stand up and mature the strategic motion ahead of planned team growth in FY27.

This Role Is for You If

• You're proactive and not afraid to jump in and take ownership of escalations.
• You're creative with AI and consistently build AI-forward ideas to optimize how your team operates.
• You bring tenured experience coaching and developing individual contributors.
• You own your KPIs and team strategy - and can clearly explain both.
• You bring solutions, not problems, to leadership.

Keys to Optimum Happiness at HappyCo

• Thrives in ambiguity and proactively builds clarity
• Focuses on long-term impact over quick wins
• Enables others through systems, not mandates
• Leverages technology and AI to empower people and simplify complexity
• Embraces the challenges and rewards of growing in a scaleup environment

What We Think You Need to be Successful (Required)

• 5+ years in Customer Success, Professional Services, or Account Management in B2B SaaS environment.
• 2+ years 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, and a track record of building repeatable motions other people can run.
• Strong operational skills: forecasting, capacity planning, health scores, and risk management.
• High technical acumen - you can hold a credible conversation about product, configuration, and integrations.
• Proven experience overseeing complex implementations and enforcing project delivery timelines.
• A collaborative, execution-oriented leadership style that balances developing people with delivering business results.

Strongly Preferred

• PropTech or multifamily experience
• Experience with customer success platforms (e.g., Gainsight)
• Hands-on experience with AI tools: LLMs integrated into workflows, no-code automation, data enrichment pipelines