Remote AI-Driven CXM for Mid-Market SaaS

HappyCo; United States; Remote; USD 95,000 - 140,000; Full time

Benefits offered by this job

Unlimited vacation time

Generous parental leave

Stock options

Wellness stipend

Home office stipend

Job summary

HappyCo in the United States is seeking a Customer Experience Manager for our Mid-Market & Regional segment. You own the full lifecycle from launch to adoption, retention and expansion, with AI-augmented workflows powering your decisions.

You will manage up to 20 accounts, build executive relationships, drive success plans, monitor health and risk, and collaborate with Sales on expansion while maintaining a remote-first, US-time-zone working environment.

Qualifications

• 3+ years in Customer Success or Implementation in a B2B SaaS environment.
• End-to-end ownership of launches or implementations, from scoping to hypercare.
• Demonstrated, real-world AI in business workflows and data-driven decisions.
• Comfort with dashboards, usage metrics and KPIs.
• Strong executive communication with senior stakeholders.

Responsibilities

• Own launch and implementation end-to-end — scoping, configuration, training, UAT, go-live, and hypercare.
• Develop and execute Success Plans tied to customer goals.
• Build relationships across executive sponsors, champions, and admins.
• Run engagement cadence with ROI and adoption-gap narratives and next steps.
• Monitor health, adoption, sentiment, and risk signals; manage escalations.
• Partner with Sales on expansion, whitespace, and renewal strategy.
• Own launch of new product or add-on in accounts; relay field feedback to Product.
• Apply AI-augmented workflows and scaled plays in the Mid-Market model.

Skills

Executive communication

Data analysis

End-to-end ownership

AI in business workflows

Remote work, self-driven

Education

Bachelor's degree or equivalent

Tools

Gainsight

BI tooling

Job description

HappyCo in the United States is seeking a Customer Experience Manager for our Mid-Market & Regional segment. You own the full lifecycle from launch to adoption, retention and expansion, with AI-augmented workflows powering your decisions.

You will manage up to 20 accounts, build executive relationships, drive success plans, monitor health and risk, and collaborate with Sales on expansion while maintaining a remote-first, US-time-zone working environment.