Customer Experience Manager – AI-Forward

🕒 March 31

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 43%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HappyCo

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

🏠 Real Estate

💰 $52M Venture Round on 2022-01

SaaS • Real Estate

HappyCo is a technology company specializing in property management solutions tailored for multifamily properties. It offers software that optimizes operations such as maintenance, leasing management, and asset management, integrating artificial intelligence to enhance efficiency and resident satisfaction. HappyCo aims to centralize and standardize property operations, providing tools for real-time updates, expense tracking, and service requests. The company focuses on enhancing the living experience for residents and improving productivity for property managers.

📋 Description

• 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 with usage, ROI, and adoption-gap narratives and recommended next steps • 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 new products or add-ons purchased inside accounts • Relay field feedback to Product as clear requirements, risks, and opportunities • Apply, document, and improve AI-augmented workflows and scaled plays for the Mid-Market coverage model • Own the complete customer journey from launch and implementation through adoption, retention, and expansion • Manage a book of up to 20 accounts

🎯 Requirements

• 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 • 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 • 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 (preferred)

🏖️ Benefits

• Work from anywhere supported by a flexible company culture • Unlimited vacation time • Generous paid parental leave • Competitive and equitable pay • Monthly stipends to support Wellness and Home Office expenses • Inclusive, supportive culture • Reasonable accommodations for qualified individuals with disabilities and disabled veterans in job application procedures