Customer Experience Manager (CXM) – AI-Forward (PropTech / Multifamily SaaS)

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

We are building an AI-first customer experience organization. The CXM role is a cradle-to-renewal position for operators who own the full customer lifecycle — from launch through renewal — and who have already used AI in real business workflows to improve customer outcomes.

You will own a portfolio of multifamily SaaS customers end-to-end: leading implementations, driving adoption and value realization, conducting business reviews, managing risk, and surfacing expansion opportunities. Unlike a traditional CSM who inherits post-launch or a PS resource who exits after go-live, the CXM carries continuity across the entire customer journey — eliminating handoff friction, compounding trust, and ensuring no customer falls through the cracks.

This is a hands-on role for customer leaders who blend relationship management with implementation expertise, analytical rigor, and modern AI-driven workflows.

What You'll Do

• 🔄 Own the Full Customer Lifecycle
• End-to-end launches (scoping, configuration, training, UAT, go-live, hypercare)
• Post-launch adoption, value realization, and ongoing enablement
• Retention, risk management, and churn mitigation
• Quarterly business reviews (usage trends, ROI narrative, adoption gaps, recommended next steps)
• 🤝 Build Multi-Threaded Customer Relationships
• Executive sponsors

Champions

• Day-to-day admins
• Stakeholder mapping and engagement cadence
• 📈 Surface Expansion Opportunities
• New properties, products, and use cases (CSQLs)
• Hand qualified leads to AMs — CXM does not own renewals or upsell close
• When a customer purchases a new product or add-on, own the launch of that product within the account
• 🤖 Use AI Tools and Workflows
• Analyze customer health, usage, and risk patterns
• Surface expansion and churn risk signals
• Automate reporting, insights, and executive-ready customer narratives
• Auto-generate QBR drafts, account briefs, and meeting recaps
• 📊 Develop AI-Powered Customer Insights
• Create health dashboards
• Summarize behavioral trends
• Build renewal risk narratives backed by data
• Generate weekly health digests that reduce manual monitoring effort
• 🔗 Cross-Functional Partnership
• Reporting/Analytics: Stand up best-practice reporting at launch; intake ongoing reporting requests on behalf of the customer
• Product · Support · Sales: Collaborate to drive customer outcomes
• 📝 Operationalize & Improve
• Document and operationalize repeatable AI workflows that improve CXM efficiency, customer visibility, and renewal predictability
• Contribute to playbook development, onboarding refinement, and cross-functional feedback loops

Required Experience

• 3+ years in Customer Success, Professional Services, or Implementation roles in B2B SaaS
• Experience owning customer launches or implementations end-to-end
• Demonstrated, real-world application of AI in business workflows:
• AI-driven customer health analysis
• Automated insight generation
• Predictive risk modeling
• Workflow automation for account reviews or renewals
• Comfort working with data: dashboards, customer usage metrics, operational KPIs
• Strong executive communication skills
• Strong project management skills with demonstrated ability to manage multiple concurrent workstreams
• Proven ability to manage client relationships with consultative authority
• High ownership, organization, and ability to execute independently

Strongly Preferred

• PropTech or multifamily experience
• Experience with customer success platforms (e.g., Gainsight)
• Experience working with product telemetry, usage data, and BI tools
• Hands-on experience with AI tools: LLMs integrated into workflows, no-code automation, data enrichment pipelines
• Bachelor's degree (or equivalent professional experience)

What Success Looks Like (First 3- 6 Months)

Milestone

What It Means

• Led at least one customer launch end-to-end
• You own a full book of business across launch and post-launch
• Running AI-enhanced QBRs independently
• Account reviews are data-backed and strategically sound
• Risk assessments are data-backed and defensible
• Surfacing churn risk earlier than traditional CSM methods
• Workflows reduce manual effort
• Improved customer clarity without sacrificing quality
• Consistent engagement cadence
• No customer has gone dark
• Measurable account improvements
• Product adoption ↑ · Executive engagement ↑ · Time-to-value ↓ · Renewal confidence ↑