Customer Experience Manager (CXM) – AI-Forward
New
H
HappyCoB2B SaaS / PropTech
United States, US time zoneFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Project ManagementArtificial IntelligenceBusiness IntelligenceData AnalysisCustomer SuccessSaaS
Requirements
- 3+ years in Customer Success or Implementation in a B2B SaaS environment.
- Demonstrated end-to-end ownership of customer launches and implementations.
- Real-world application of AI in business workflows, such as predictive modeling or automated insights.
- Proficiency with data analysis including dashboards, usage metrics, and operational KPIs.
- Strong executive communication skills and ability to lead senior operator stakeholders.
- Strong project management skills across multiple concurrent workstreams.
- Proven ability to manage client relationships with consultative authority.
- Ability to execute independently in a fully remote environment.
- Experience with PropTech, multifamily, or property operations preferred.
- Experience with Gainsight or similar customer success platforms preferred.
- Experience with product telemetry and BI tooling preferred.
- Hands-on experience with LLMs, no-code automation, or data pipelines preferred.
Responsibilities
- Own launch and implementation end-to-end from scoping and configuration to go-live and hypercare.
- Develop and execute Success Plans aligned with customer business goals.
- Build and maintain multi-threaded relationships with executive sponsors and administrators.
- Run engagement cadence and business reviews focusing on usage, ROI, and adoption narratives.
- Monitor customer health and act on risk signals through CTA-driven management in Gainsight.
- Manage escalations and mitigate churn risk using data-backed assessments.
- Partner with Sales on expansion, whitespace, and renewal strategy.
- Own the launch of new products or add-ons within accounts.
- Relay field feedback and requirements to the Product team.
- Document and improve AI-augmented workflows and scaled plays.
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