客户体验经理（CXM）
Customer Experience Manager (CXM)
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关于职位
HappyCo 正在打造一个以人工智能为核心的客户体验组织，客户体验经理（Customer Experience Manager）就是承担这一使命的角色。这是针对我们中型市场和区域市场的全周期、单人负责的岗位——运营着 1000-5000 套多户住宅，年收入超过 1000 万美元的客户——由一个人负责从启动和实施到采用、留存和扩展的完整客户旅程。
你将负责最多 20 个客户。这个数量之所以可行，是因为经过扩展和 AI 增强的流程会为你完成监控、初稿报告和早期风险检测——它提高了基础水平，让你的时间用于判断、关系和成果。与传统客户成功经理（CSM）在启动后接手账户，或服务人员在上线后退出不同，客户体验经理在整个旅程中保持连续性：没有交接，没有断层，没有客户被遗漏。
这是一个团队中每个客户都已满负荷的岗位的补充，因此该职位的人将立即负责真实客户并产生实际影响。
你将负责
端到端负责启动和实施——包括范围定义、配置、培训、用户验收测试（UAT）、上线和超期支持，并控制项目时间线和总启动时间。
制定并执行与每个客户明确业务目标相关的成功计划。
在高管赞助人、倡导者和日常管理员之间建立并维护多线关系。
在整个客户群中运行参与节奏，包括包含使用情况、投资回报率和采用差距叙述的业务评审，并提出下一步建议。
监控客户健康状况、采用率和情绪，并通过 Gainsight 中基于行动号召（CTA）的风险管理来处理风险信号。
通过数据驱动、有说服力的风险评估来处理升级问题并降低流失风险。
与销售团队合作制定扩展、空白市场和续约策略，并提出 CSQLs。客户体验经理不负责续约或升级成交。
负责你所管理客户中任何新产品的发布或附加功能的上线。
将现场反馈清晰地传达给产品团队作为需求、风险和机会。
应用、记录并改进中型市场覆盖模型所依赖的 AI 增强工作流程和规模化策略。
所需经验
至少 3 年的客户成功或实施经验
查看英文原文
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
HappyCo is building an AI-first customer experience organization, and the Customer Experience Manager is the role that carries it. This is a full-cycle, single-owner seat for our Mid-Market & Regional segment — operators running 1,000–5,000 multifamily units at >$1,000 MRR — where one person owns the complete customer journey from launch and implementation through adoption, retention, and expansion.
You will carry a book of up to 20 accounts. That number works because the scaled and AI-augmented motion does the monitoring, the first-draft reporting, and the early risk detection for you — it raises the floor so your time goes to judgment, relationships, and outcomes. Unlike a traditional CSM who inherits an account post-launch, or a services resource who exits at go-live, the CXM holds continuity across the entire journey: no handoffs, no gaps, no customer falling through the cracks.
This is a position on a team where every book is at or near capacity, so the person in this seat owns real accounts early and matters immediately.
What You'll Do
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 that carry a usage, ROI, and adoption-gap narrative with a recommended next step.
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 any new product or add-on purchased inside your accounts.
Relay field feedback to Product as clear requirements, risks, and opportunities.
Apply, document, and improve the AI-augmented workflows and scaled plays the Mid-Market coverage model depends on.
Required Experience
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 — it is the assumption the 20-account book is built on.
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.
Preferred
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.
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.
A note on hiring scams: All legitimate communication from HappyCo about this role — including interview scheduling, offer letters, and any request for personal information — will come from an @happy.co email address. We will never conduct interviews over chat-only platforms (e.g., Telegram, WhatsApp, Skype) or ask you to pay for equipment, training, or background checks. If you receive an offer or interview request from any other domain, please don’t respond, and report it to us at recruitingscam@happy.co