Customer Experience Manager

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