Customer Experience Manager (CXM) – AI-Forward
Remote United States Full-time Manager Customer Success
At a glance
Manager-level Customer Success role at HappyCo. Remote, United States · full-time · no salary stated · we estimate $85,000–$135,600 across the United States.
Estimated pay
HappyCo has not published a salary for this role. The figure below is our estimate, not theirs.
$85,000 – $135,600
What the middle half of mid-level customer success roles in the United States paid, among postings that did state a salary.
Worked out from 647 postings that stated pay, median $107,500. Last updated Oct 22, 2026.
RoleCustomer Success
SeniorityManager
LocationUnited States
WorkplaceRemote
EmploymentFull-time
PostedNov 24, 2025 · 11mo ago
Role brief
growthroles summary, based on the employer's posting.
What you'll do
- Take customers from scoping and setup through training, UAT, launch, and post-launch support while keeping timelines on track
- Turn each customer’s business goals into a success plan, then lead reviews with usage, ROI, adoption gaps, and a recommended action
- Build relationships with executives, internal champions, and daily administrators across a portfolio of up to 20 accounts
- Use Gainsight health signals and customer data to address risk, handle escalations, and limit churn
- Coordinate with Sales on renewals and expansion opportunities, launch purchased add-ons, and pass customer feedback to Product
What you bring
- At least three years in customer success or implementation at a B2B SaaS company
- You have personally led customer implementations from initial scoping through post-launch support
- You have applied AI in real business workflows, such as health analysis, automated insights, risk prediction, or account-review automation
- You can interpret dashboards, usage measures, and operational KPIs, and communicate effectively with senior customer stakeholders
- You can manage several concurrent projects and customer relationships independently
Who this fits
This role suits someone who wants ownership of the customer relationship from implementation through adoption, retention, and expansion, without closing renewals or upsells. You’ll serve mid-market and regional customers managing 1,000-5,000 multifamily units, with a portfolio of up to 20 accounts. The position is fully remote and requires working in US time zones.
From the employer
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!
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.
Required Experience
- At least 3+ years in Customer Success or Implementation in a B2B SaaS environment
- Demonstrated end-to-end ownership of customer launches or implementations — scoping through hypercare, not a handoff role.
- Demonstrated, real-world application of AI in business workflows: AI-driven health analysis, automated insight generation, predictive risk modeling, or workflow automation for account reviews and renewals. This is non-negotiable — it is the assumption the 20-account book is built on.
- Comfort working with data: dashboards, customer usage metrics, operational KPIs.
- Strong executive communication, with the ability to hold a room of senior operator stakeholders.
- Strong project management across multiple concurrent workstreams.
- Proven ability to manage client relationships with consultative authority.
- High ownership, organization, and the ability to execute independently in a fully remote, US time zone role.
Preferred
- PropTech, multifamily, or property operations experience is strongly preferred.
- Gainsight or a comparable customer success platform, specifically CTA-driven risk workflows.
- Product telemetry, usage data, and BI tooling.
- Hands-on with LLMs integrated into live workflows, no-code automation, or data enrichment pipelines.
- Bachelor's degree or equivalent professional experience.
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