Strategic Customer Success 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 experienced and innovative Strategic CSM to join our team.

The Position

At HappyCo the Customer Success team manages the critical role of building and protecting relationships with our customers and communicating with internal teams to represent their interests.  The Customer Success Managers (CSMs) are responsible for delivering an exceptional customer experience, focusing on a named portfolio of customers, but assisting with all customers as needed. Working as a CSM includes collaborating cross-functionally and following defined processes to keep internal teams informed and involved. It requires strategic Customer Success Management skills to develop  relationships with a broad range of customer personas, create impactful Success Plans and provide applicable best practices recommendations to drive outcomes. 

The CSMs act as customer advocates within HappyCo, championing customer requirements by delivering critical product feedback to our Product team, ensuring any issues are handled effectively and applying product knowledge to best support and educate customers on achieving their success criteria with our platform. The primary goals of the CSM team are to protect revenue streams by optimizing the end-to-end customer experience, proactively addressing risk, driving product adoption and collaborating with Account Managers to identify growth opportunities.

The Strategic Customer Success Manager is a highly skilled professional, combining relationship-building, strategic thinking, problem-solving, risk management, product knowledge and exceptional communication skills to drive customer success, foster long-term partnerships, and ensure that the business delivers continuous value and outcomes to customers, while achieving its own growth objectives.

Responsibilities/Job Duties

Management of Strategic Accounts

Maintain a rich understanding of HappyCo product features and value propositions as well as common ways to improve adoption and the customer experience.

Collaborate with other teams internally to ensure customer expectations are set appropriately and achieved, or adjusted, as needed.

Conduct regular Strategy Meetings with customers to review progress on Success Plans, make strategic and tactical recommendations, provide updates on upcoming events and feature releases, monitor for risk indicators and identify opportunities to increase value.

Engage with decision makers to increase influence at the highest level of the customer’s organization and ensure we stay aware of potential customer concerns, technology initiatives, pain points, and initiatives evaluating alternative solutions

Create and deliver presentations and other content to customers to convey best practice recommendations, prove value, agree upon verified outcomes and engage stakeholders.

Monitor customer health to track adoption, risk and engagement, and use that information to take action based on analysis.

Drive Process Improvements

Work with internal teams to contribute toward assessing, defining, refining, deploying and/or documenting processes that will improve customer and internal communication and collaboration, and that will positively impact the effective management and success of HappyCo’s customers.

Product Feedback and Engagement

Collect and share customer feedback on product features and gaps; submit enhancement requests through the established channel.

Collaborate with the Product team and cross functional stakeholders to advise on and evaluate new features and releases.

Core Competencies & Abilities

The Strategic Customer Success Manager builds long-term, successful relationships with their customers while providing guidance and best practices recommendations to drive adoption, facilitate change management and ensure they achieve their desired outcomes with the product. In order to be effective in this role, a CSM must possess a range of abilities and competencies, including:

Customer Relationship Management

Building Trust & Rapport: Establishing strong, authentic relationships as a trusted advisor who provides best practice guidance.

Stakeholder Management: Managing relationships at different levels, from day-to-day contacts to senior executives.

Advocacy Development: Transforming satisfied customers into vocal advocates and references.

Strategic Thinking

Customer-Centric Strategy Development: Understanding customer’s needs, priorities and long-term goals and proactively addressing challenges.

Business Acumen: Gaining a deep understanding of the customer’s business, industry trends, and how HappyCo’s products fit into their broader strategy.

Account Planning: Developing Success Plans that align with each customer’s evolving goals, objectives and desired outcomes.

Problem-Solving & Critical Thinking

Solution-Oriented Mindset: Devising solutions to complex problems and creatively overcoming obstacles that may hinder customer success.

Data Analysis: Analyzing data and trends related to product usage and engagement patterns to draw insights, identify risks, inform strategic recommendations and drive outcomes.

Customer Journey Mapping: Understanding where customers are in their journey and how to align engagement efforts with key milestones in that journey.

Effective Communication & Influence

Clear and Concise Communication: Clearly and confidently communicating complex ideas in writing and verbally, to customers and internally.

Influence & Persuasion: Persuading internal and external stakeholders to adopt recommended actions or changes that will drive customer success.

Cross-Functional Collaboration

Working and communicating closely with account management, sales, marketing, product, and support teams to ensure customers’ needs are being met in a unified way.

Customer Retention & Risk Management

Escalation Management: Quickly identifying high-risk situations, handling customer escalations effectively, following established processes and working with other teams to resolve issues.

Churn Prevention: Proactively identifying signs of dissatisfaction or disengagement and addressing these issues before they lead to churn.

Product Knowledge

Product Expertise: A deep understanding of HappyCo’s product(s), the value they offer and how using them can result in tangible business outcomes.

Solution Customization: Knowledge of how solutions can be tailored based on the customer’s unique needs and challenges, particularly in complex or enterprise-level accounts.

• A minimum of 5 years experience working in a Strategic Customer Success position
• Experience working within a SaaS company, preferably in the MultiFamily industry
• A proactive and solution oriented mindset 
• Excellent communication skills and the ability to build relationships at all levels of an organization
• Experience using Gainsight a plus

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.