Manager, Strategic Customer Experience

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🔥 55 minutes ago

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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

• 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, including adoption nudges, lifecycle communications, and automated plays • Partner with Sales on expansion and whitespace planning • Partner with Product on roadmap alignment • Run proactive, CTA-driven risk management • Keep customer books balanced to capacity as the segment scales • Help stand up and mature the strategic motion ahead of planned team growth in FY27 • Take ownership of escalations • Build AI-forward ideas to optimize team operations • Explain KPIs and team strategy to leadership

🎯 Requirements

• 5+ years in Customer Success, Professional Services, or Account Management in a 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 • Track record of building repeatable motions others can run • Strong operational skills in forecasting, capacity planning, health scores, and risk management • High technical acumen, including credible conversations about product, configuration, and integrations • Proven experience overseeing complex implementations and enforcing project delivery timelines • Collaborative, execution-oriented leadership style balancing people development with business results • PropTech or multifamily experience strongly preferred • Experience with customer success platforms such as Gainsight strongly preferred • Hands-on experience with AI tools, including LLM workflow integrations, no-code automation, and data enrichment pipelines, strongly 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