What are the responsibilities and job description for the Manager, Strategic Customer Experience position at HappyCo?
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!
The Position
What We Think You Need to be Successful (Required)The Manager, Strategic Customer Experience leads a team of full-cycle, AI-augmented CXMs serving HappyCo's strategic growth accounts. This is where scale meets high-touch: your team owns the complete customer journey while leveraging automation and AI to extend their reach. You are accountable for building a repeatable, high-performing motion that protects retention and drives expansion across a fast-growing segment.
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.
- You're proactive and not afraid to jump in and take ownership of escalations.
- You're creative with AI and consistently build AI-forward ideas to optimize how your team operates.
- You bring tenured experience coaching and developing individual contributors.
- You own your KPIs and team strategy — and can clearly explain both.
- You bring solutions, not problems, to leadership.
- Thrives in ambiguity and proactively builds clarity
- Focuses on long-term impact over quick wins
- Enables others through systems, not mandates
- Leverages technology and AI to empower people and simplify complexity
- Embraces the challenges and rewards of growing in a scaleup environment
- 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)
- Hands-on experience with AI tools: LLMs integrated into workflows, no-code automation, data enrichment pipelines
About HappyCo
Founded in 2011, HappyCo (happy.co) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property’ has more than 5 million units on its platform.
We’re everyday people with a shared purpose — improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we’re turning our passions into happier communities!
When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. Learn more about our Product Vision here!
Our HappyCo Culture
HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, check out our careers page!
We Offer:
- Work from anywhere supported by a flexible company culture
- Opportunity to work for one of the fastest-growing technology companies in the PropTech industry
- Unlimited vacation time
- Generous paid parental leave
- Competitive and equitable pay
- Monthly stipends to support Wellness and Home Office expenses
Find out more about our US Employee Benefits here!
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes, and HappyCo is not responsible for any fees related to unsolicited resumes.
A note on hiring scams: All legitimate communication from HappyCo about this role — including interview scheduling, offer letters, and any request for personal information — will come from an @happy.co email address. We will never conduct interviews over chat-only platforms (e.g., Telegram, WhatsApp, Skype) or ask you to pay for equipment, training, or background checks. If you receive an offer or interview request from any other domain, please don’t respond, and report it to us at recruitingscam@happy.co
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.