Manager, Strategic Customer Experience

About HappyCo

Founded in 2011, HappyCo develops mobile and cloud software solutions designed to deliver real-time property data. Their flagship product, Happy Property, serves over 5 million units, empowering multifamily property management teams to enhance operations and boost returns, thereby enriching resident experiences. HappyCo fosters a values-based, flexible, and collaborative workplace culture focused on inclusivity and professional growth.

Role Overview

The Manager, Strategic Customer Experience, leads a team responsible for full-cycle customer management of strategic growth accounts. This role integrates AI-assisted tools to balance personalized customer engagement at scale, ensuring retention and growth within a rapidly expanding segment. The manager is pivotal in shaping scalable, repeatable customer success processes by leveraging automation, AI, and cross-functional collaboration.

Key Responsibilities

• Oversee, mentor, and develop a team of Strategic Customer Experience Managers managing entire customer lifecycles independently.
• Drive team outcomes towards goals including customer retention, revenue expansion, satisfaction scores, and efficient onboarding timelines within strategic accounts.
• Advocate and implement AI-enhanced engagement tactics such as adoption prompts, lifecycle communications, and automated workflows to maximize reach and quality in customer interactions.
• Collaborate closely with Sales teams for account expansion and identifying growth opportunities, and align activities with Product roadmap priorities.
• Execute proactive risk monitoring using call-to-action triggers and manage workload balance as the strategic segment grows.
• Establish and refine the strategic customer management processes ahead of anticipated team scaling planned for fiscal year 2027.

Ideal Candidate Profile

• Demonstrates proactivity and confidence in managing escalations and taking ownership.
• Innovative in applying AI creatively to optimize team workflows and outcomes.
• Experienced leader with a strong track record of coaching and advancing individual contributors.
• Accountable for own and team KPIs with the ability to articulate strategies effectively.
• Problem-solver who brings actionable solutions to company leadership.

Success Factors at HappyCo

• Thrives in ambiguous environments by creating clarity.
• Prioritizes long-term strategic impact over immediate gains.
• Supports team success by developing systems instead of relying on directives.
• Utilizes technology and AI to empower team members and reduce complexities.
• Embraces the growth challenges typical in a scaleup setting.

Required Qualifications & Experience

• Minimum five years in Customer Success, Professional Services, or Account Management within a B2B SaaS context.
• At least two years managing customer-facing teams in rapidly scaling or high-growth environments.
• Hands-on application of AI technologies within business workflow enhancements.
• Expertise in employing AI and automation to cultivate scalable and maintainable customer engagement models.
• Strong operational management capabilities including forecasting, capacity planning, risk assessment, and health metric analysis.
• High technical literacy allowing competent dialogue regarding product architecture, systems configuration, and third-party integrations.
• Proven record managing complex software implementations and ensuring timely project deliveries.
• Collaborative leadership style focused on balancing people development with results delivery.

Preferred Experience

• Background in PropTech or multifamily housing sectors.
• Familiarity with customer success platforms such as Gainsight.
• Direct exposure to AI-assisted tools like large language models, no-code automation platforms, and data enrichment techniques.

Employment Details & Benefits

• Full-time, onsite position based in the United States.
• Flexible, supportive culture promoting work-life balance and career growth.
• Remote work flexibility offered within company culture parameters.
• Unlimited vacation policy and generous paid parental leave.
• Competitive, equitable compensation packages.
• Monthly allowances to assist with wellness and home office expenses.

Diversity & Inclusion Statement

HappyCo is committed to cultivating a diverse, equitable, and inclusive environment where all individuals feel respected and valued regardless of educational background, gender identity or expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, or veteran status. Reasonable accommodations are provided for qualified applicants with disabilities.

Notes

Recruitment agencies are requested not to submit unsolicited resumes. All official communications regarding hiring will come from an @happy.co email domain. Interviews will not be conducted via chat-only apps. Candidates should beware of hiring scams and report suspicious activity accordingly. AI tools may aid in application review but do not replace human decision-making.