Quick overview
Job description
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.