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HappyCo is hiring a Customer Experience Manager to serve as an embedded point of contact at a strategic partner's NYC office, bridging HappyCo's property management and resident-experience platform with shared customers in the multifamily and single-family sectors.
You'll own the full customer lifecycle for mutual accounts—from onboarding properties onto HappyCo's platform through ongoing success and growth. Your core mission is to create a seamless, unified experience that feels like one coordinated solution rather than separate tools. You'll resolve day-to-day customer issues in real time, reduce handoffs, and serve as the trusted face of HappyCo in this high-visibility partnership.
Key responsibilities include launching and supporting customers end-to-end, joining customer and partner calls as HappyCo's representative, partnering with Engineering and Product teams on customer-facing integration work (single sign-on, co-branded pages, AI-driven experiences), translating field feedback into clear requirements for internal teams, and supporting the emerging homeowner subscription line with call-center coordination. You'll escalate risks and opportunities to HappyCo leadership with appropriate urgency.
You'll need strong customer success or CXM experience with full-cycle launch and lifecycle ownership. Beyond transactional support, you must own customer outcomes and long-term success. Technical fluency is essential—you'll speak credibly about integrations, SSO, and AI-driven tooling with technical teams. Strong judgment and communication skills are critical, as you'll represent HappyCo directly to a fast-moving, high-visibility partner and its executives. Comfort operating autonomously in a fast-paced, sometimes non-standard environment is required.
Nice-to-have skills include experience in multifamily property management, proptech, or resident-experience platforms; familiarity with SSO/identity concepts, AI agents, or MCP-style integrations; and experience in embedded partner, strategic account, or co-sell environments.
This is a full-time, dedicated in-office role based in New York—not rotational, fractional, or remote—reflecting the strategic importance of this partnership to HappyCo's growth.
