Customer Success Manager - AI Forward

Who we are

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

We are building an AI-first customer experience organization. This Customer Success Manager role is for operators who have already used AI in real business workflows to improve customer outcomes — not just to draft emails or summarize notes.

You will own a portfolio of multifamily SaaS customers and act as a consultative partner, using data, analytics, and applied AI techniques to drive retention, adoption, and measurable business impact for our clients.

This is a hands-on role for CSMs who blend relationship management with analytical rigor and modern AI-driven workflows.

What you’ll do

Own and grow a book of multifamily SaaS customers with responsibility for:

• Retention

• Adoption

• Product value realization

Use AI tools and workflows to:

• Analyze customer health, usage, and risk patterns

• Surface expansion and churn risk signals

• Automate reporting, insights, and executive-ready customer narratives

Develop AI-powered customer insights:

• Create health dashboards

• Summarize behavioral trends

• Build renewal risk narratives backed by data

Act as a consultative partner to customer leadership teams using:

• Data-backed recommendations

• Operational insights

• Outcome-focused success plans

Partner cross-functionally with:

• Product

• Support

• Services

• RevOps / Analytics

Document and operationalize repeatable AI workflows that improve:

• CSM efficiency

• Renewal predictability

• Customer visibility

Required Skills

What we think you need to be successful:

• A minimum of 3+ years in Customer Success, Account Management, or Client Services in a SaaS environment

• Demonstrated, real-world application of AI in business workflows, such as:

  • AI-driven customer health analysis

  • Automated insight generation

  • Predictive risk modeling

  • Workflow automation for account reviews or renewals

• Comfort working with data:

  • Dashboards

  • Customer usage metrics

  • Operational KPIs

• Strong executive communication skills

• Proven ability to manage client relationships with consultative authority

Strongly Preferred

• PropTech or Multifamily experience

• Experience with customer success platforms (e.g., Gainsight, Totango, Catalyst)

• Experience working with:

  • Product telemetry

  • Usage data

  • BI tools

• Hands-on experience with AI tools such as:

  • LLMs integrated into workflows

  • No-code automation

  • Data enrichment pipelines

• Bachelor’s degree (or equivalent professional experience)

What success looks like (First 6–12 months)

• You are independently running AI-enhanced account reviews

• Your customer risk assessments are data-backed and defensible

• You are surfacing churn risk earlier than traditional CSM methods

• Your workflows reduce manual effort while improving customer clarity

• Your accounts show measurable improvements in:

  • Product adoption

  • Renewal confidence

  • Executive engagement

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 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, including stock options

• Monthly stipends to support Wellness and Home Office expenses

Find out more about our US Employee Benefits here!

Our Commitment

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.