Manager, Strategic Customer Experience
United StatesFull-TimePosted Aug 3, 2026
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!
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
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