About the role

Aplyr's Quick Take

This role is about managing the entire customer journey for multifamily SaaS clients, from initial setup to ongoing support and expansion. It's a hands-on position that requires blending relationship management with technical implementation and data analysis, focusing on using AI to enhance customer experiences.

Good fit

Ideal candidates will have experience in customer success or account management, particularly in tech or SaaS environments, and should be comfortable with AI tools. A collaborative, proactive working style and strong analytical skills will help you thrive here.

Worth noting

This position emphasizes continuity throughout the customer lifecycle, which is less common in traditional roles. The focus on AI-driven workflows is a unique aspect that may appeal to those interested in tech innovation.

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. The CXM role is a cradle-to-renewal position for operators who own the full customer lifecycle — from launch through renewal — and who have already used AI in real business workflows to improve customer outcomes.

You will own a portfolio of multifamily SaaS customers end-to-end: leading implementations, driving adoption and value realization, conducting business reviews, managing risk, and surfacing expansion opportunities. Unlike a traditional CSM who inherits post-launch or a PS resource who exits after go-live, the CXM carries continuity across the entire customer journey — eliminating handoff friction, compounding trust, and ensuring no customer falls through the cracks.

This is a hands-on role for customer leaders who blend relationship management with implementation expertise, analytical rigor, and modern AI-driven workflows.

What You'll Do

Own the Full Customer Lifecycle

End-to-end launches (scoping, configuration, training, UAT, go-live, hypercare)
Post-launch adoption, value realization, and ongoing enablement
Retention, risk management, and churn mitigation
Quarterly business reviews (usage trends, ROI narrative, adoption gaps, recommended next steps)

Build Multi-Threaded Customer Relationships

Executive sponsors
Champions
Day-to-day admins
Stakeholder mapping and engagement cadence

Surface Expansion Opportunities

New properties, products, and use cases (CSQLs)
Hand qualified leads to AMs — CXM does not own renewals or upsell close
When a customer purchases a new product or add-on, own the launch of that product within the account

Use AI Tools and Workflows

Analyze customer health, usage, and risk patterns
Surface expansion and churn risk signals
Automate reporting, insights, and executive-ready customer narratives
Auto-generate QBR drafts, account briefs, and meeting recaps

Develop AI-Powered Customer Insights

Create health dashboards
Summarize behavioral trends
Build renewal risk narratives backed by data
Generate weekly health digests that reduce manual monitoring effort

Cross-Functional Partnership

Reporting/Analytics: Stand up best-practice reporting at launch; intake ongoing reporting requests on behalf of the customer
Product · Support · Sales: Collaborate to drive customer outcomes

Operationalize & Improve

Document and operationalize repeatable AI workflows that improve CXM efficiency, customer visibility, and renewal predictability
Contribute to playbook development, onboarding refinement, and cross-functional feedback loops

Skills & Tags

go rust ai data analytics product sales

Aplyr's read

HappyCo is a real estate technology company focused on improving property management through innovative software solutions, attracting tech-savvy professionals passionate about transforming the industry.
Synthesized from recent postings & public sources

What's promising

•HappyCo's software enhances operational efficiency for property managers, offering a competitive edge in the real estate market.
•Recent hiring in AI-forward roles suggests a strong focus on innovation and future-proofing their technology.
•The company provides opportunities for tech professionals to impact the real estate sector significantly.

What to watch

•The niche focus on property management software may limit broader career opportunities.
•Rapid technological advancements in real estate tech could pose challenges in maintaining competitive differentiation.
•Limited public information about company culture and employee satisfaction.

Why HappyCo

•HappyCo's emphasis on resident experience sets it apart in the property management software market.
•Their commitment to AI and data-driven solutions highlights a forward-thinking approach.
•Specialized roles like Virtual Maintenance Technician indicate a unique blend of technology and real estate expertise.

Aplyr’s read is generated by AI from public sources. Was it useful?