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Posted 6 months ago
Requirements and responsibilities
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!The Customer Success Manager (CSM) is responsible for driving adoption, value, and long-term customer partnership across a portfolio of strategic accounts. CSMs act as trusted advisors and proactive problem-solvers who champion customer outcomes, influence executive stakeholders, and collaborate cross-functionally to ensure an exceptional customer experience.This role requires strategic thinking, strong communication, relationship-building across multiple layers of an organization, and the ability to interpret data to guide decisions. The ideal candidate thrives in a dynamic SaaS environment and takes pride in delivering measurable impact for both customers and the business.Core Responsibilities:Strategic Relationship & Account ManagementDevelop, maintain, and execute Success Plans aligned to customer business objectives and operational outcomes.Build and strengthen relationships with stakeholders at multiple levels, from frontline users to executive sponsors.Conduct regular engagement meetings and formal business reviews to assess progress, demonstrate value, and shape next steps.Facilitate change management, onboarding success, and ongoing best practices to maximize adoption.Customer Health, Risk & RetentionMonitor customer health, product adoption, engagement signals, and sentiment; identify and act on early risk indicators.Manage and coordinate escalations, ensuring issues are addressed quickly, transparently, and with strong cross-functional alignment.Drive renewal readiness by ensuring value realization is consistently demonstrated, documented, and communicated.Collaborate closely with Account Managers to identify expansion opportunities and support revenue growth.Advocacy, Product Partnership & EnablementServe as the voice of the customer internally—collecting, analyzing, and relaying meaningful product feedback and feature needs.Partner with the Product team to evaluate new features, contribute customer insights, and help shape roadmap prioritization.Deliver compelling presentations, training, and content that empower customers and reinforce strategic outcomes.Process Improvement & Cross-Functional CollaborationWork with internal teams to refine Customer Success processes, documentation, and tooling to improve efficiency and communication.Collaborate with Product, Sales, Support, and Implementation to ensure seamless lifecycle management and strong customer outcomes.Contribute to team initiatives that enhance the end-to-end customer experience and drive operational excellence.Core Competencies:Strategic ThinkingUnderstands customer goals, industry dynamics, and business outcomes to guide long-term plans.Relationship ManagementBuilds trust and advocacy across diverse customer personas and organizational levels.Problem Solving & Data FluencyInterprets health and usage data to diagnose issues, influence strategy, and take decisive action.Effective CommunicationExcels in persuasive verbal communication and executive-level written communication.Retention & Risk ManagementAnticipates and mitigates risk, manages escalations, and supports renewal and retention strategies.Product & Industry KnowledgeFamiliarity with SaaS delivery models; Multifamily experience and Gainsight proficiency preferred.What we think you need to be successfulA minimum of 3+ years of Customer Success experience in a SaaS environment is requiredExperience in the Multifamily or PropTech industry is requiredExperience with Gainsight or similar CS platforms preferredExceptional written and verbal communication skillsHigh degree of ownership, organization, and the ability to execute independentlyStrong analytical skills and comfort interpreting customer insights and usage dataAbout 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 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 pay, including stock optionsMonthly stipends to support Wellness and Home Office expensesFind out more about our US Employee Benefits here!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.
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