Manager, Strategic Customer Experience

Doist; United States; On-site; USD 120,000 - 170,000; Full time

Job summary

HappyCo is seeking a Manager, Strategic Customer Experience to lead a team of AI-augmented CXMs serving strategic growth accounts in a scale-up environment. The role owns the end-to-end customer journey, drives retention and expansion, and leverages automation to extend reach.

You will coach seasoned contributors, own KPI outcomes, and partner with Sales and Product to align roadmap and expansion plans as the company scales in FY27.

Qualifications

• Experience coaching and developing individual contributors.
• Proven track record leading CX teams or similar groups.
• Strong ability to translate strategy into action and KPIs.

Responsibilities

• Lead, coach, and develop a team of Strategic CXMs owning full-lifecycle, single-owner books.
• Own team performance against retention, expansion, satisfaction, and time-to-launch goals for the strategic segment.
• Champion AI-augmented engagement to scale high-quality touch across larger books.
• Partner with Sales on expansion and whitespace planning and with Product on roadmap alignment.
• Run proactive risk management and maintain capacity balance as the segment scales.
• Support strategic motion growth ahead of planned team expansion in FY27.

Job description

The Position

The Manager, Strategic Customer Experience leads a team of full-cycle, AI-augmented CXMs serving HappyCo's strategic growth accounts. This is where scale meets high-touch: your team owns the complete customer journey while leveraging automation and AI to extend their reach. You are accountable for building a repeatable, high-performing motion that protects retention and drives expansion across a fast-growing segment.

Responsibilities

Lead, coach, and develop a team of Strategic CXMs owning full-lifecycle, single-owner books. Own team performance against retention, expansion, satisfaction, and time-to-launch goals for the strategic segment. Champion AI-augmented engagement — adoption nudges, lifecycle comms, and automated plays — to scale high-quality touch across larger books. Partner with Sales on expansion and whitespace planning and with Product on roadmap alignment. Run proactive, CTA-driven risk management and keep books balanced to capacity as the segment scales. Help stand up and mature the strategic motion ahead of planned team growth in FY27.

This Role Is for You

If You're proactive and not afraid to jump in and take ownership of escalations. You're creative with AI and consistently build AI-forward ideas to optimize how your team operates. You bring tenured experience coaching and developing individual contributors. You own your KPIs and team strategy — and can clearly explain both. You bring solutions, not problems, to leadership.

Keys to Optimum Happiness at HappyCo

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