Customer Success Operations & Digital CS Manager

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!

We’re looking for an innovative, strategic and technically proficient Customer Success Operations & Digital CS Manager to join our team.

The Position

The Customer Success Operations & Digital CS Manager will implement and manage improvements to increase visibility into customer health, risk, outcomes and adoption. They must have the necessary expertise to understand how systems integrate, incorporate the use of data-driven information and drive improvements that impact corresponding processes and reporting which enable teams to work most effectively with customers. They will be responsible for executing all Gainsight configuration, maintaining a high level of product expertise and continually optimizing HappyCo’s instance of Gainsight, in order to enable teams to leverage it to the greatest possible extent.

In addition, they will also be responsible for developing and continually refining automation and digital-led strategies to support and advance customers through the customer journey. These efforts will benefit our SMB segment of customers which have no CSM and also increase the ability of the CS team to proactively and strategically manage their larger accounts. Initiatives will include:

++ Developing and executing campaigns to drive awareness, enact change, and support time to value and retention, primarily focusing on targeted, behavior-triggered email and in-app campaigns

++ Establish a plan for the most effective ways to communicate critical benefits of HappyCo during the customer lifecycle across channels (e.g., in-product, virtual events, email) 

++ Leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities to improve the customer experience

++ Create highly targeted communication paths, ensuring messages are sent to the right people at the right time through the right channel

++ Work cross-functionally with teams across the organization and identify opportunities to scale digital-led programs effectively to support adoption, stickiness and growth, as well as self-service and scaled-CS initiatives

++ Maintain and measure the impact of digital-led customer programs, report on findings, and propose new high-impact recommendations

++ Collaborate with teams internally to identify and facilitate potential 1:many customer offerings, such as Office Hours, webinars and roundtables

The CS Ops & Digital CS Manager must have a mix of technical, process, and strategic expertise, with corresponding skills that ensure the individual can effectively manage the operational aspects of a customer success team and contribute to overall customer satisfaction and business growth. Core competencies include: 

Customer Success Strategy

CS Strategies: Excellent grasp of Customer Success and how to implement and continually optimize processes and automation to drive customer retention, satisfaction, and product adoption. 

Customer Lifecycle Knowledge: Grasp of customer journeys and how to align operational processes.

Operational Excellence & Efficiency

Process Optimization: Ability to leverage customer data to drive operational improvements, streamline customer success processes, improve workflows, and automate manual tasks. 

Performance Metrics & KPIs: Comprehension of key performance indicators for customer success and familiarity with SaaS metrics such as MRR, NRR, NPS and CSAT.

Technology & Tools Expertise

Technology, Automation & Integration: High level of expertise using Gainsight (CS & PX) and Salesforce, understanding system integrations and leveraging tools to automate workflows and communications. Desire to quickly learn new and complex products and solutions.

Data Analytics: Familiarity with reporting and analytics platforms, and how to create dashboards for stakeholders to visualize CS metrics.

Problem Solving & Analytical Skills

Critical Thinking: Capacity to assess complex operational challenges and develop practical, data-backed solutions that improve customer outcomes. Experience analyzing customer issues, underlying problems, and recommending actionable solutions.

Communication & Influence

Communication: Adept at presenting data-driven insights, reports and results and clearly communicating strategies, goals, and performance updates to internal stakeholders.

Cross-Functional Collaboration: Inspired by working closely with Account Management, Pro Services and Product teams to explore automation and process improvements that will positively impact them and to align CS objectives with broader company goals.

 Continuous Improvement & Innovation

Adaptability: Comfort in an ever-changing environment and an ability to quickly learn new tools or processes as the company evolves.

Proactive Improvement: Constantly seeking opportunities to improve customer success strategies and operational efficiency.

Staying Current: Keeping up-to-date with industry trends, customer success best practices, and technological advancements in the field.

• Get to know our leadership, culture, and values
• Complete our HappyCo orientation and onboarding program
• Onboard with the CS team or team(s)
• Familiarize yourself with our systems and tools 
• Assess current Gainsight instance and begin coming up with recommendations for improvement
• Read our favorite industry primers
• Attend your first Company Wide Meeting (monthly)

• Get acquainted with the different departments
• Participate in team meetings and Risk Meetings 
• Understand team goals, objectives and KPIs; align your efforts with those and define OPs-specific KPIs
• Familiarize yourself with CS and other relevant internal processes
• Acquaint yourself with HappyCo customers needs, challenges and objectives 
• Continually increase expertise with HappyCo products and value props
• Develop and begin driving process improvements, projects and proposed changes and initiatives

• A minimum of 3 years experience working as a Gainsight Administrator
• Experience working within a SaaS company
• A proactive and solution oriented mindset 
• Excellent communication skills 
• High level of technical expertise, including understanding of data and integrations
• MultiFamily industry experience a plus

• Pushing forward in ambiguity while striving for clarity
• Prioritizing for sustained impact vs helping in the moment
• Empowering teams instead of enforcing standards
• Leveraging technology to serve humanity in a way that is accessible to all
• Be a proactive contributor to design and research team culture, with a strong growth mindse
• tExperience and understanding of early-stage startups and the challenges they face
• Experience within the multifamily residential property industry
• Previous research experience in an Enterprise B2B SaaS context where you've tackled complex workflows and systems

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 3.5M units on its platform and has captured more than 400 million photos. 

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

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

We Offer:

- Work from anywhere supported by a flexible company culture

- Opportunity to work for one of the fastest growing technology companies in the PropTech industry

- Unlimited vacation time

- Generous paid parental leave

- Competitive and equitable pay, including stock options

- Monthly stipends to support Wellness and Home Office expenses

Find out more about our US Employee Benefits here!

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.

A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes and HappyCo is not responsible for any fees related to unsolicited resumes.