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

About HappyCo 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! Founded in 2011, HappyCo 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. Our culture emphasizes inclusion, support, and growth. Learn more about our culture on our careers page. We offer a flexible, remote-friendly environment and a range of benefits that support wellness and work-life balance. 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, including stock options Monthly stipends to support Wellness and Home Office expenses We may use artificial intelligence (AI) tools to support parts of the hiring process. Final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us. What You’ll Do We are building an AI-first customer experience organization. This Customer Success Manager role is for operators who have already used AI in real business workflows to improve customer outcomes — not just to draft emails or summarize notes. Own and grow a book of multifamily SaaS customers with responsibility for: Retention Adoption Product value realization Use AI tools and workflows to: Analyze customer health, usage, and risk patterns Surface expansion and churn risk signals Automate reporting, insights, and executive-ready customer narratives Develop AI-powered customer insights: Create health dashboards Summarize behavioral trends Build renewal risk narratives backed by data Act as a consultative partner to customer leadership teams using: Data-backed recommendations Operational insights Outcome-focused success plans Partner cross-functionally with: Product Support Services RevOps / Analytics Document and operationalize repeatable AI workflows that improve: CSM efficiency Renewal predictability Customer visibility Required Skills A minimum of 3+ years in Customer Success, Account Management, or Client Services in a SaaS environment Demonstrated, real-world application of AI in business workflows, such as AI-driven customer health analysis, automated insight generation, predictive risk modeling, and workflow automation for account reviews or renewals Comfort working with data: dashboards, customer usage metrics, operational KPIs Strong executive communication skills Proven ability to manage client relationships with consultative authority Strongly Preferred PropTech or Multifamily experience Experience with customer success platforms (e.g., Gainsight, Totango, Catalyst) Experience working with product telemetry, usage data, and BI tools Hands-on experience with AI tools such as LLMs integrated into workflows, no-code automation, and data enrichment pipelines Bachelor\'s degree (or equivalent professional experience) What Success Looks Like (First 6–12 Months) You are independently running AI-enhanced account reviews Your customer risk assessments are data-backed and defensible You are surfacing churn risk earlier than traditional CSM methods Your workflows reduce manual effort while improving customer clarity Your accounts show measurable improvements in product adoption, renewal confidence, and executive engagement Notes We are committed to supporting a diverse, equitable, and inclusive workplace. HappyCo is an equal opportunity employer and considers applicants for employment regardless of race, color, religion, sex, national origin, age, disability, or any other protected status. Reasonable accommodations are provided during the hiring process and employment where required. #J-18808-Ljbffr HappyCo