Customer Experience Manager (CXM) – AI-Forward

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! About the Role HappyCo is building an AI-first customer experience organization, and the Customer Experience Manager is the role that carries it. This is a full-cycle, single-owner seat for our Mid-Market & Regional segment — operators running 1,000–5,000 multifamily units at >$1,000 MRR — where one person owns the complete customer journey from launch and implementation through adoption, retention, and expansion. You will carry a book of up to 20 accounts. That number works because the scaled and AI-augmented motion does the monitoring, the first-draft reporting, and the early risk detection for you — it raises the floor so your time goes to judgment, relationships, and outcomes. Unlike a traditional CSM who inherits an account post-launch, or a services resource who exits at go-live, the CXM holds continuity across the entire journey: no handoffs, no gaps, no customer falling through the cracks. This is a position on a team where every book is at or near capacity, so the person in this seat owns real accounts early and matters immediately. What You'll Do Own launch and implementation end-to-end — scoping, configuration, training, UAT, go-live, and hypercare — holding project timelines and Gross Time to Launch. Develop and execute Success Plans tied to each customer's stated business goals. Build and maintain multi-threaded relationships across executive sponsors, champions, and day-to-day admins. Run the engagement cadence across the full book, including business reviews that carry a usage, ROI, and adoption-gap narrative with a recommended next step. Monitor customer health, adoption, and sentiment, and act on risk signals through CTA-driven risk management in Gainsight. Manage escalations and mitigate churn risk with data-backed, defensible risk assessments. Partner with Sales on expansion, whitespace, and renewal strategy, and surface CSQLs. The CXM does not own the renewal or upsell close. Own the launch of any new product or add-on purchased inside your accounts. Relay field feedback to Product as clear requirements, risks, and opportunities. Apply, document, and improve the AI-augmented workflows and scaled plays the Mid-Market coverage model depends on.