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!
The Customer Success Manager (CSM) is responsible for driving adoption, value, and long-term customer partnership across a portfolio of strategic accounts. CSMs act as trusted advisors and proactive problem-solvers who champion customer outcomes, influence executive stakeholders, and collaborate cross-functionally to ensure an exceptional customer experience.
This role requires strategic thinking, strong communication, relationship-building across multiple layers of an organization, and the ability to interpret data to guide decisions. The ideal candidate thrives in a dynamic SaaS environment and takes pride in delivering measurable impact for both customers and the business.
Core Responsibilities:
Strategic Relationship & Account Management
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.
Customer Health, Risk & Retention
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.
Advocacy, Product Partnership & Enablement
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.
Process Improvement & Cross-Functional Collaboration
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.
Core Competencies:
Strategic Thinking
Understands customer goals, industry dynamics, and business outcomes to guide long-term plans.
Relationship Management
Builds trust and advocacy across diverse customer personas and organizational levels.
Problem Solving & Data Fluency
Interprets health and usage data to diagnose issues, influence strategy, and take decisive action.
Effective Communication
Excels in persuasive verbal communication and executive-level written communication.
Retention & Risk Management
Anticipates and mitigates risk, manages escalations, and supports renewal and retention strategies.
Product & Industry Knowledge
Familiarity with SaaS delivery models; Multifamily experience and Gainsight proficiency preferred.
