--- title: 'Customer Experience Manager (CXM) – AI-Forward at HappyCo' canonical: 'https://feeny.ai/job/customer-experience-manager-cxm-ai-forward-happyco-united-states-3t1dx8zxx42m' type: 'job' last_seen: '2026-10-18' --- # Customer Experience Manager (CXM) – AI-Forward at HappyCo - **Company:** HappyCo - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2025-11-24 - **Last confirmed live:** 2026-10-18 - **Apply:** https://jobs.lever.co/happyco/8ce3ee8a-9bcd-479b-b79b-d246022ad6ad ## Job description 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. ## 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 ## About HappyCo ## Company Overview - **One-liner**: HappyCo is a mobile and cloud platform for inspecting, managing, and monitoring multifamily residential properties and commercial facilities, built maintenance-first and powered by its proprietary AI, JoyAI. - **Entity Type**: Private (profitable, with 7 prior funding rounds; not publicly traded) - **Headquarters**: Carlsbad, California, USA (founded in Adelaide, Australia; remote-first workforce across US, Canada, Australia, and New Zealand) - **Founded**: 2011 - **Founders**: Jindou Lee (CEO) and Andrew Mackenzie-Ross ## Core Business - **Primary industries**: Property technology (PropTech), multifamily property management software, maintenance operations, asset management, real estate inspection - **Target customers**: B2B Enterprise — multifamily owners and operators, fee managers, property management companies (PMCs) of all sizes, and lenders. Works with some of the top 50 NMHC owners and managers. - **Mission**: "Happy properties make happy communities" — giving multifamily professionals everything they need to streamline operations, maximize returns, and create better resident experiences. ## Products & Services - **Happy Property**: Onsite management solutions to optimize day-to-day operations, including inspections, task management, and maintenance workflows with certified integrations to leading property management systems (Yardi Voyager, MRI, RealPage, Entrata, ResMan, Rent Manager, AppFolio). - **Happy Asset**: Asset management solutions for evaluating and closing deals — covering capital projects, fixed assets, audits, due diligence, deal management, property budgeting, leasing, and renewals. - **Happy Force**: Remote maintenance services (launched 2022) — a virtual maintenance offering designed to retain staff and residents by reducing onsite burdens. - **JoyAI**: Custom-trained proprietary AI that automates and optimizes maintenance scheduling, 24/7 resident communications, intelligent inventory management, and technician matching. - **Happy Due Diligence & Call Complete**: Service products added in 2021 to support the full portfolio lifecycle. - **Optigo Happy℠ Inspection Platform**: A 2018 joint offering with Freddie Mac Multifamily that helps lenders connect with Freddie Mac to deliver inspection data for underwriting and closing loans faster. ## Market Standing - **Valuation/Market Cap**: Not disclosed (privately held) - **Key Metric**: Annual revenue ~$11M (per LinkedIn company data); currently thriving and profitable per company statements - **Employees**: ~124 (+3.9% YoY, +9 people), distributed across 11 countries including the US, Australia, Canada, Brazil, and Mexico - **Notable Investors/Partners**: Freddie Mac Multifamily (Optigo Happy partnership, 2018); certified integrations with Yardi, MRI, RealPage, Entrata, ResMan, Rent Manager, and AppFolio; top 50 NMHC owners and managers as customers - **Growth Signals**: Has in-unit data on over 3.5 million rental homes; expanded from a single inspection tool to three product lines plus AI (JoyAI) and remote services; continued hiring across engineering, sales, marketing, and design roles recently. ## Competitive Advantages - **Category-leading inspection platform**: Founder Jindou Lee built the tool out of personal pain as a real estate investor — giving the product deep, authentic domain insight from day one. - **Certified integrations moat**: Deep, certified integrations with all major property management systems (Yardi, MRI, RealPage, Entrata, ResMan, Rent Manager, AppFolio) create stickiness and switching costs. - **Freddie Mac partnership**: Exclusive-ish position with a major government-sponsored enterprise (GSE) for loan underwriting inspections. - **Proprietary AI (JoyAI)**: Custom-trained AI embedded throughout the platform, differentiating them from legacy inspection tools. - **Profitable and independent**: Remains privately held and profitable, allowing long-term product bets without public-market pressure. - **Scale of data**: Data across 3.5+ million rental homes provides a network-effects advantage for benchmarking and AI training. ## Strategic Focus - **Maintenance-first vertical expansion**: Extending from inspections into full maintenance operations, remote services, and asset management to cover the entire portfolio lifecycle from acquisition to disposition. - **AI-powered automation**: Deepening JoyAI's role across scheduling, resident communications, inventory, and technician matching to reduce onsite labor burdens. - **Market recovery enablement**: Leveraging remote tools (Happy Force) to address lingering COVID-era staffing and market-impact challenges. - **Integration ecosystem growth**: Continuously pursuing new integration partners alongside existing PMS certifications. - **Scaling headcount**: Actively hiring across engineering, sales, marketing, design, and virtual maintenance roles to support growth. ## Why Work Here - **Remote-first culture**: Team spans the US, Canada, Australia, New Zealand, and beyond — designed to keep people connected ("you'll always feel right at home") regardless of location. - **Equity for all**: Stock options granted to all employees as part of total compensation. - **Strong US benefits package**: 100% employer-paid employee premium on a high-deductible health plan (Aetna or Kaiser Permanente), $100/month HSA funding, dental and vision through Guardian, and up to $50,000 company-provided life/AD&D insurance for US full-time employees. - **Empowered Teams model**: Product, Design & Engineering teams operate with high agency, collaboration over hierarchy, and a "can-do" accountability culture. - **Mission-driven work**: Direct line of sight between software and real-world outcomes — better property conditions, more effective staff, happier residents. - **Growth and mobility**: Company emphasizes internal movement, competitive and equitable pay (market-data-based), and career growth tied to fast scaling. - **Global, eclectic team**: Described as collaborative, diverse, intelligent, and "silly" — a culture that values both big dreaming and game-changing execution. ## Sources 1. [HappyCo Company page](https://happy.co/company) 2. [HappyCo Careers page](https://happy.co/company/careers) 3. [HappyCo Employee Benefits USA](https://happy.co/company/careers/employee-benefits-usa) 4. [HappyCo on LinkedIn](https://linkedin.com/company/happyco) 5. [HappyCo Job Openings on Lever](https://jobs.lever.co/happyco) ## Other roles at HappyCo - [Senior Product Designer](https://feeny.ai/job/senior-product-designer-happyco-canada-z56btdnm5e5s) — Canada - [Level 2 Support Representative](https://feeny.ai/job/level-2-support-representative-happyco-united-states-2qdmt6hx8bap) — United States - [Customer Experience Manager](https://feeny.ai/job/customer-experience-manager-happyco-new-york-rnzth5bt2etf) — New York, NY - [Regional Account Executive](https://feeny.ai/job/regional-account-executive-happyco-united-states-xg0xam9htr7k) — United States - [Strategic Account Executive](https://feeny.ai/job/strategic-account-executive-happyco-united-states-g0kaa9ztzdj6) — United States - [Call Handling Specialist](https://feeny.ai/job/call-handling-specialist-happyco-united-states-why0k7cenzfa) — United States - [Virtual Maintenance Technician](https://feeny.ai/job/virtual-maintenance-technician-happyco-united-states-556bwdpgqve3) — United States - [Interest in Future Career Opportunities @ HappyCo](https://feeny.ai/job/interest-in-future-career-opportunities-happyco-happyco-united-states-syvh9k7ch7yh) — United States