Strategic Customer Success Manager
HappyCo
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
- 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.
- 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.
- Collaborate with internal teams to refine Customer Success processes, documentation, and tooling to improve efficiency and communication.
- Contribute to team initiatives that enhance the end-to-end customer experience and drive operational excellence.
Requirements
- 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
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessSaaSanalytical skillsdata interpretation
Soft skills
communication skillsownershiporganizationindependence