Manager, Strategic Customer Experience
New
H
HappyCoB2B SaaS
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years in Customer Success, Professional Services, or Account Management; 2+ years leading customer-facing teams
- Required Skills
- Project ManagementArtificial IntelligenceCustomer SuccessAccount ManagementRisk Management
Requirements
- 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.
- Strong operational skills: forecasting, capacity planning, health scores, and risk management.
- High technical acumen for product configuration and integrations.
- Proven experience overseeing complex implementations and enforcing project delivery timelines.
- A collaborative, execution-oriented leadership style.
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.
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