[Remote] Strategic Customer Success Manager at HappyCo

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, TechnologyIndustries

Requirements

Minimum of 3+ years of Customer Success experience in a SaaS environment
Experience in the Multifamily or PropTech industry preferred
Experience with Gainsight or similar CS platforms preferred
Exceptional written and verbal communication skills
High degree of ownership, organization, and the ability to execute independently
Strong analytical skills and comfort interpreting customer insights and usage
Strategic thinking to understand customer goals, industry dynamics, and business outcomes
Relationship management to build trust and advocacy across diverse customer personas and organizational levels
Problem solving and data fluency to interpret health and usage data, diagnose issues, and take decisive action
Effective communication, excelling in persuasive verbal and executive-level written communication
Retention and risk management to anticipate and mitigate risk, manage escalations, and support renewal strategies
Product and industry knowledge, including familiarity with SaaS delivery models

Responsibilities

Develop, maintain, and execute Success Plans aligned to customer business objectives and operational outcomes
Build and strengthen relationships with stakeholders at multiple levels, from frontline users to executive sponsors
Conduct regular engagement meetings and formal business reviews to assess progress, demonstrate value, and shape next steps
Facilitate change management, onboarding success, and ongoing best practices to maximize adoption
Monitor customer health, product adoption, engagement signals, and sentiment; identify and act on early risk indicators
Manage and coordinate escalations, ensuring issues are addressed quickly, transparently, and with strong cross-functional alignment
Drive renewal readiness by ensuring value realization is consistently demonstrated, documented, and communicated
Collaborate closely with Account Managers to identify expansion opportunities and support revenue growth
Serve as the voice of the customer internally—collecting, analyzing, and relaying meaningful product feedback and feature needs
Partner with the Product team to evaluate new features, contribute customer insights, and help shape roadmap prioritization
Deliver compelling presentations, training, and content that empower customers and reinforce strategic outcomes
Work with internal teams to refine Customer Success processes, documentation, and tooling to improve efficiency and communication
Collaborate with Product, Sales, Support, and Implementation to ensure seamless lifecycle management and strong customer outcomes
Contribute to team initiatives that enhance the end-to-end customer experience and drive operational excellence

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementRelationship BuildingStakeholder ManagementChange ManagementCustomer Health MonitoringRisk ManagementRenewal ManagementBusiness ReviewsSaaSCross-functional CollaborationData Interpretation

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

This information is not specified in the job description.

What are the key skills required for the Strategic Customer Success Manager role?

The role requires strategic thinking, strong communication, relationship-building across multiple layers of an organization, and the ability to interpret data to guide decisions.

What is the company culture like at HappyCo?

HappyCo offers a flexible, supportive culture where people can grow their careers and work with like-minded people, with no egos or politics, and is values-driven.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Manager role?

The ideal candidate thrives in a dynamic SaaS environment, excels in strategic thinking and relationship management, and takes pride in delivering measurable impact for customers and the business.

HappyCo

Property management platform for lifecycle management

About HappyCo

HappyCo provides a platform for managing properties throughout their entire lifecycle. This platform helps property owners, executive teams, and residents by offering tools for property valuation, leasing, renewals, and maintenance tasks. It also includes features for remote maintenance assistance, which enhances satisfaction for both residents and technicians. A key aspect of HappyCo's platform is its ability to integrate with leading property management software, allowing users to utilize their existing data effectively. This integration helps reduce operational inefficiencies and improve portfolio performance, setting HappyCo apart from competitors. The goal of HappyCo is to streamline property management processes and enhance the overall experience for property owners and residents.

Carlsbad, CaliforniaHeadquarters

2011Year Founded

$70.2MTotal Funding

SERIES_BCompany Stage

Enterprise Software, Real EstateIndustries

201-500Employees

Benefits

Flexible Work Hours

Unlimited Paid Time Off

Parental Leave

Stock Options

Wellness Program

Home Office Stipend

Risks

Emerging PropTech startups with similar solutions may dilute HappyCo's market share.

Integration of Yuhu may lead to operational inefficiencies within HappyCo's systems.

Reliance on AI for maintenance could raise data privacy concerns among residents.

Differentiation

HappyCo integrates with leading property management software, enhancing data utilization.

The platform offers AI-powered centralized maintenance, optimizing operations for multifamily properties.

HappyCo's resident-facing tools improve communication and satisfaction, setting it apart from competitors.

Upsides

Growing demand for remote property management boosts HappyCo's remote maintenance feature.

Smart home technology integration offers expansion opportunities for HappyCo's platform.

Data analytics in property management aligns with HappyCo's data integration capabilities.

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