Manager, Strategic Customer Experience

HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. The Manager, Strategic Customer Experience leads a team focused on enhancing customer engagement and retention while leveraging AI and automation to optimize the customer journey.

Responsibilities:

• Lead, coach, and develop a team of Strategic CXMs owning full-lifecycle, single-owner books
• Own team performance against retention, expansion, satisfaction, and time-to-launch goals for the strategic segment
• Champion AI-augmented engagement — adoption nudges, lifecycle comms, and automated plays — to scale high-quality touch across larger books
• Partner with Sales on expansion and whitespace planning and with Product on roadmap alignment
• Run proactive, CTA-driven risk management and keep books balanced to capacity as the segment scales
• Help stand up and mature the strategic motion ahead of planned team growth in FY27

Requirements:

• 5+ years in Customer Success, Professional Services, or Account Management in B2B SaaS environment
• 2+ years leading customer-facing teams, ideally in a scaling or high-growth environment
• Demonstrated, real-world application of AI in business workflows
• Fluency with AI and automation in customer engagement, and a track record of building repeatable motions other people can run
• Strong operational skills: forecasting, capacity planning, health scores, and risk management
• High technical acumen — you can hold a credible conversation about product, configuration, and integrations
• Proven experience overseeing complex implementations and enforcing project delivery timelines
• A collaborative, execution-oriented leadership style that balances developing people with delivering business results
• 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