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RemoteFull timeCustomer Service

Customer Experience Manager (CXM) – AI-Forward

HappycoUnited States🇺🇸United States

Quick overview

SeniorityMid Senior
Employment typeFull Time
Work modeRemote
LocationUnited States, United States
Risk ManagementGainsight

Job description

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.

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