Manager, Strategic Customer Experience

HappyCo

5d • Remote

About The Position

The Manager, Strategic Customer Experience leads a team of full-cycle, AI-augmented CXMs serving HappyCo's strategic growth accounts. This is where scale meets high-touch: your team owns the complete customer journey while leveraging automation and AI to extend their reach. You are accountable for building a repeatable, high-performing motion that protects retention and drives expansion across a fast-growing segment.

Requirements

• 5+ years in Customer Success, Professional Services, or Account Management in 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, and a track record of building repeatable motions other people can run.
• Strong operational skills: forecasting, capacity planning, health scores, and risk management.
• High technical acumen — you can hold a credible conversation about product, configuration, and integrations.
• Proven experience overseeing complex implementations and enforcing project delivery timelines.
• A collaborative, execution-oriented leadership style that balances developing people with delivering business results.

Nice To Haves

• 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

Responsibilities

• 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 — adoption nudges, lifecycle comms, and automated plays — to scale high-quality touch across larger books.
• Partner with Sales on expansion and whitespace planning and with Product on roadmap alignment.
• Run proactive, CTA-driven risk management and keep books balanced to capacity as the segment scales.
• Help stand up and mature the strategic motion ahead of planned team growth in FY27.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed