Customer Experience Manager

Happy Co.; New York, Northern (NY, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

HappyCo in New York City is hiring a Customer Experience Manager (CXM) to be the on-site liaison with our NYC partner, delivering a unified, high-touch experience for mutual customers. Based primarily in New York, you will own onboarding, ongoing success, and technical conversations about integrations, SSO, and AI-driven features, ensuring seamless coordination between HappyCo and our partner.

This full-time role emphasizes ownership, autonomy, and a customer-first mindset to scale our joint

Qualifications

• CXM with end-to-end lifecycle ownership.
• Experience driving customer outcomes beyond simple support.
• Ability to work in person from the NYC partner office.
• Comfort operating autonomously in a fast-paced environment.
• Credibility discussing integrations and AI with partner teams.
• Strong communication with executives.

Responsibilities

• Embed CXM at partner's NYC office and act as a trusted presence.
• Launch and support mutual customers from onboarding to ongoing success.
• Create a seamless customer experience across tools.
• Resolve day-to-day issues to minimize handoffs.
• Join calls as the HappyCo face.
• Collaborate with Engineering and Product on integrations.
• Translate field feedback into clear internal requirements.
• Support homeowner subscription growth with coordination.
• Escalate risks and opportunities to leadership.

Skills

CXM Experience

Lifecycle Ownership

In-person Collaboration

Autonomy

Integrations & SSO

AI Familiarity

Multifamily/Proptech familiarity

Embedded Partnership

Tools

SSO Concepts

AI Tooling

CRM Systems

Job description

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

HappyCo partners with leading integration providers to deliver property management and resident-experience technology - including Happy Property and Happy Force - to shared customers. Today, those customers are primarily multifamily operators, with a growing opportunity to support single-family homeowners.

As this strategic partnership scales, our shared customers need a consistent, on-the-ground point of contact who can make the two companies feel like one unified platform rather than a collection of separate tools. We're hiring a Customer Experience Manager (CXM) to be that person.

In this role, you'll be based primarily in New York and work in person from our partner's office. You'll bring strong customer experience and account ownership skills to launch, support, and grow mutual customers from the customer's perspective.

This is a full-time, dedicated role - not a rotational or fractional assignment - reflecting how central this partnership is to HappyCo's growth.

Responsibilities

• Serve as HappyCo's embedded CXM at our partner's NYC office, working alongside their team as a consistent and trusted presence.
• Launch and support mutual customers end to end, from onboarding new properties onto HappyCo's platform through the partner relationship to owning their ongoing success.
• Create a seamless customer experience that feels like one coordinated solution, not separate point products.
• Resolve day-to-day customer issues in real time whenever possible, reducing handoffs and delays.
• Join customer and partner calls as the face of HappyCo in the relationship.
• Partner with HappyCo's Engineering and Product teams on customer-facing integration work, including single sign-on, co-branded and deep-linked pages, and emerging AI-driven experiences for property operators and residents.
• Translate field feedback into clear requirements, risks, and opportunities for internal teams.
• Support the homeowner subscription line as it grows, including coordination with call-center support on emergency response and technician scheduling.
• Escalate risks and opportunities to HappyCo leadership with the urgency and clarity this high-visibility partnership requires.

What You'll Need

• Strong CXM or customer success experience, including full-cycle launch and lifecycle ownership for customer accounts.
• Experience working beyond transactional support or customer service, with ownership of customer outcomes and long-term success.
• Ability to work in person from our partner's New York City office. This is an in-office role, not a remote role or occasional travel assignment.
• Comfort operating with autonomy in a fast-paced, sometimes non-standard environment.
• Technical fluency to speak credibly about integrations, single sign-on, and AI-driven tooling with technical partner teams.
• Strong judgment and communication skills, with the ability to represent HappyCo directly to a fast-moving, high-visibility partner and its executives.

Nice to Have

• Experience in multifamily property management, proptech, or resident-experience platforms.
• Familiarity with SSO/identity concepts, AI agents, or MCP-style integrations.
• Experience working in an embedded partner, strategic account, or co-sell environment.

Keys to Optimum Happiness at HappyCo

• Thrives in ambiguity and proactively creates clarity
• Focuses on long-term impact over quick wins
• Enables others through systems, not mandates
• Uses technology and AI to empower people and simplify complexity
• Embraces the challenges and rewards of growing in a scaleup environment

Compensation

The base salary range for this position is $90,000 - $120,000 USD per year. Where you land in that range depends on your experience and skills. We'll discuss compensation openly throughout the interview process.

About HappyCo

Founded in 2011, 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 their operations and maximize returns, which means they're building better experiences for their residents. Learn more about our Product Vision here!

Our HappyCo Culture & Values

HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that lets us 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 Glassdoor page and our careers page!

HappyCo's culture is driven by our core values of Make Happiness, Better Together, Get Good Sh*t Done, Customer Obsessed and Kaizen - sounds great, right, but what does this mean for you?

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.