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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)
MilestoneWhat It MeansLed at least one customer launch end-to-endYou own a full book of business across launch and post-launchRunning AI-enhanced QBRs independentlyAccount reviews are data-backed and strategically soundRisk assessments are data-backed and defensibleSurfacing churn risk earlier than traditional CSM methodsWorkflows reduce manual effortImproved customer clarity without sacrificing qualityConsistent engagement cadenceNo customer has gone darkMeasurable account improvementsProduct adoption ↑ • Executive engagement ↑ • Time-to-value • Renewal confidence ↑
About HappyCo
Founded in 2011, HappyCo (happy.co) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property' has more than 5 million units on its platform.
We're everyday people with a shared purpose - improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities!
When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they're building better experiences for their residents. Learn more about our Product Vision here!
Our HappyCo Culture
HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to do our best work. We're devoted to building an inclusive, supportive culture that empowers each HappyCo'er to succeed and grow. To learn more about our culture, check out our careers page!
We Offer:
- Work from anywhere supported by a flexible company culture
- Opportunity to work for one of the fastest-growing technology companies in the PropTech industry
- Unlimited vacation time
- Generous paid parental leave
- Competitive and equitable pay
- Monthly stipends to support Wellness and Home Office expenses
Find out more about our US Employee Benefits here!
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
A note to Recruitment Agencies: Please don't reach out to us about our roles -- we've got it covered. We don't accept unsolicited agency resumes, and HappyCo is not responsible for any fees related to unsolicited resumes.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.