Customer Success Manager - AI Forward

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