AI-Driven CX Manager — Remote & Mid-Market

Happy Co.; United States; Híbrido; USD 110 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Work from anywhere

Unlimited vacation time

Generous parental leave

Competitive pay

Resumo da oferta

HappyCo is building an AI-first customer experience organization, and the Customer Experience Manager will own the full lifecycle for Mid-Market & Regional accounts (1,000-5,000 units, >$1,000 MRR). You will lead launches, adoption, retention, and expansion end-to-end from a single owner seat.

You will manage up to 20 accounts, leveraging AI-enabled insights to drive decisions, risk management, and executive communications.

Qualificações

• 3+ years in Customer Success or Implementation in a B2B SaaS environment.
• Demonstrated end-to-end ownership of customer launches or implementations - scoping through hypercare.
• Demonstrated, real-world application of AI in business workflows (AI-driven health analysis, automated insights, predictive risk modelling, workflow automation).
• Comfort working with data: dashboards, usage metrics, KPIs.
• Strong executive communication with senior operator stakeholders.
• Strong project management across multiple concurrent workstreams.
• Proven ability to manage client relationships with consultative authority.
• High ownership and ability to execute independently in a fully remote US-time-zone role.

Responsabilidades

• Own launch and implementation end-to-end - scoping, configuration, training, UAT, go-live, and hypercare.
• Develop and execute Success Plans tied to customers' business goals.
• Build and maintain multi-threaded relationships across executive sponsors and admins.
• Run engagement cadence including business reviews with ROI and adoption-gap narratives.
• Monitor health, adoption, sentiment, and act on risk signals using Gainsight dashboards.

Conhecimentos

AI in business workflows

Executive communication

Project management

Customer relationships

Independent execution

Formação académica

Bachelor's degree or equivalent

Ferramentas

Gainsight

BI tooling

LLMs in workflows

Descrição da oferta de emprego

HappyCo is building an AI-first customer experience organization, and the Customer Experience Manager will own the full lifecycle for Mid-Market & Regional accounts (1,000-5,000 units, >$1,000 MRR). You will lead launches, adoption, retention, and expansion end-to-end from a single owner seat.

You will manage up to 20 accounts, leveraging AI-enabled insights to drive decisions, risk management, and executive communications.