Key skills
Customer SuccessProfessional ServicesImplementationB2B SaaSCustomer LaunchesAI Application in Business WorkflowsAI-driven Customer Health AnalysisAutomated Insight GenerationPredictive Risk ModelingWorkflow AutomationData AnalysisDashboardsCustomer Usage MetricsOperational KPIsPropTechMultifamily SaaSCustomer Success PlatformsProduct TelemetryBI ToolsAI ToolsNo-code AutomationData Enrichment PipelinesExecutive CommunicationConsultative AuthorityIndependent ExecutionProject ManagementHigh OwnershipGoAIAnalyticsBISaaSRisk ManagementCommunicationSales
About this role
HappyCo is a company focused on building a supportive and flexible culture. The CXM role involves managing the full customer lifecycle for multifamily SaaS customers, utilizing AI to enhance customer experience and drive value realization.
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
Requirements:
- 3+ years in Customer Success, Professional Services, or Implementation roles in B2B SaaS
- Experience owning customer launches or implementations end-to-end
- Demonstrated, real-world application of AI in business workflows:
- AI-driven customer health analysis
- Automated insight generation
- Predictive risk modeling
- Workflow automation for account reviews or renewals
- Comfort working with data: dashboards, customer usage metrics, operational KPIs
- Strong executive communication skills
- Strong project management skills with demonstrated ability to manage multiple concurrent workstreams
- Proven ability to manage client relationships with consultative authority
- High ownership, organization, and ability to execute independently
- PropTech or multifamily experience
- Experience with customer success platforms (e.g., Gainsight)
- Experience working with product telemetry, usage data, and BI tools
- Hands-on experience with AI tools: LLMs integrated into workflows, no-code automation, data enrichment pipelines
- Bachelor's degree (or equivalent professional experience)