Strategic Customer Success Manager

Overview 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 The Customer Success Manager (CSM) is responsible for driving adoption, value, and long‑term customer partnership across a portfolio of strategic accounts. CSMs act as trusted advisors and proactive problem‑solvers who champion customer outcomes, influence executive stakeholders, and collaborate cross‑functionally to ensure an exceptional customer experience. This role requires strategic thinking, strong communication, relationship‑building across multiple layers of an organization, and the ability to interpret data to guide decisions. The ideal candidate thrives in a dynamic SaaS environment and takes pride in delivering measurable impact for both customers and the business. Core Responsibilities Strategic Relationship & Account Management Develop, maintain, and execute success plans aligned to customer business objectives and operational outcomes. Build and strengthen relationships with stakeholders at multiple levels, from frontline users to executive sponsors. Conduct regular engagement meetings and formal business reviews to assess progress, demonstrate value, and shape next steps. Facilitate change management, onboarding success, and ongoing best practices to maximize adoption. Customer Health, Risk & Retention Monitor customer health, product adoption, engagement signals, and sentiment; identify and act on early risk indicators. Manage and coordinate escalations, ensuring issues are addressed quickly, transparently, and with strong cross‑functional alignment. Drive renewal readiness by ensuring value realization is consistently demonstrated, documented, and communicated. Collaborate closely with Account Managers to identify expansion opportunities and support revenue growth. Advocacy, Product Partnership & Enablement Serve as the voice of the customer internally—collecting, analyzing, and relaying meaningful product feedback and feature needs. Partner with the Product team to evaluate new features, contribute customer insights, and help shape roadmap prioritization. Deliver compelling presentations, training, and content that empower customers and reinforce strategic outcomes. Process Improvement & Cross‑Functional Collaboration Work with internal teams to refine Customer Success processes, documentation, and tooling to improve efficiency and communication. Collaborate with Product, Sales, Support, and Implementation to ensure seamless lifecycle management and strong customer outcomes. Contribute to team initiatives that enhance the end‑to‑end customer experience and drive operational excellence. Core Competencies Strategic Thinking Understands customer goals, industry dynamics, and business outcomes to guide long‑term plans. Relationship Management Builds trust and advocacy across diverse customer personas and organizational levels. Problem Solving & Data Fluency Interprets health and usage data to diagnose issues, influence strategy, and take decisive action. Effective Communication Excels in persuasive verbal communication and executive‑level written communication. Retention & Risk Management Anticipates and mitigates risk, manages escalations, and supports renewal and retention strategies. Product & Industry Knowledge Familiarity with SaaS delivery models; Multifamily experience and Gainsight proficiency preferred. What we think you need to be successful A minimum of 3+ years of Customer Success experience in a SaaS environment. Experience in the Multifamily or PropTech industry preferred. Experience with Gainsight or similar CS platforms preferred. Exceptional written and verbal communication skills High degree of ownership, organization, and the ability to execute independently. Strong analytical skills and comfort interpreting customer insights and usage data. About HappyCo Founded 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 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 to 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 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. #J-18808-Ljbffr