Customer Experience Manager (CXM) - AI-Forward (PropTech / Multifamily SaaS)

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.

Responsibilities

• 🔄 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
• 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

Benefits

Additional Information

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!

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