Manager, Strategic Customer Experience

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 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. This Role Is for You If 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. Keys to Optimum Happiness at HappyCo 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

What We Think You Need to be Successful (Required)

• 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.

Strongly Preferred

• 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