Customer Experience Manager (CXM) – AI-Forward

HappyCo is building an AI-first customer experience organization, and its Customer Experience Manager owns the full customer journey for Mid-Market and Regional accounts, from launch and implementation through adoption, retention, and expansion. The role manages a book of up to 20 accounts and uses AI-augmented workflows to monitor customer health, identify risks, and support customer outcomes.

Responsibilities:

• 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

Requirements:

• 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
• 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