Customer Experience Manager (CXM) – AI-Forward
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 9h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 311d ago
The date the source published, not the day we noticed it (2025-11-24). Last seen at its source 3h ago.
We have tracked this listing since 23 Sep 2026 (8 days). The employer's own board has carried it every time we have read it, most recently 3 hours ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
United States
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $106.2k–168.4k/yr
Middle 50% of 43 listings that do state pay — Customer · Manager · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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lever employer's own board first seen 8d ago · last seen 3h ago
The listing
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.
Required Experience
- At least 3+ years in Customer Success or Implementation in a B2B SaaS environment
- Demonstrated end-to-end ownership of customer launches or implementations — scoping through hypercare, not a handoff role.
- Demonstrated, real-world application of AI in business workflows: AI-driven health analysis, automated insight generation, predictive risk modeling, or workflow automation for account reviews and renewals. This is non-negotiable — it is the assumption the 20-account book is built on.
- Comfort working with data: dashboards, customer usage metrics, operational KPIs.
- Strong executive communication, with the ability to hold a room of senior operator stakeholders.
- Strong project management across multiple concurrent workstreams.
- Proven ability to manage client relationships with consultative authority.
- High ownership, organization, and the ability to execute independently in a fully remote, US time zone role.
Preferred
- PropTech, multifamily, or property operations experience is strongly preferred.
- Gainsight or a comparable customer success platform, specifically CTA-driven risk workflows.
- Product telemetry, usage data, and BI tooling.
- Hands-on with LLMs integrated into live workflows, no-code automation, or data enrichment pipelines.
- Bachelor's degree or equivalent professional experience.