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Responsibilities
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.The PositionResponsibilitiesLead, 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.This Role Is for You IfYou're proactive and not afraid to jump in and take ownership of escalations.You're creative with AI and consistently build AI-forward ideas to optimize how your team operates.You bring tenured experience coaching and developing individual contributors.You own your KPIs and team strategy — and can clearly explain both.You bring solutions, not problems, to leadership.Keys to Optimum Happiness at HappyCoThrives in ambiguity and proactively builds clarityFocuses on long-term impact over quick winsEnables others through systems, not mandatesLeverages technology and AI to empower people and simplify complexityEmbraces the challenges and rewards of growing in a scaleup environmentWhat We Think You Need to be Successful (Required)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 workflowsFluency 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.Strongly PreferredPropTech or multifamily experienceExperience with customer success platforms (e.g., Gainsight)Hands-on experience with AI tools: LLMs integrated into workflows, no-code automation, data enrichment pipelinesAbout HappyCoFounded 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 CultureHappyCo 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 cultureOpportunity to work for one of the fastest-growing technology companies in the PropTech industryUnlimited vacation timeGenerous paid parental leaveCompetitive and equitable payMonthly stipends to support Wellness and Home Office expensesFind out more about our US Employee Benefits here!
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