HappyCo builds mobile and cloud solutions to enable real-time property data. Its Happy Property flagship product suite has 2.3M units on its platform and has captured more than 239 million photos. The company was founded in 2011 and is privately held with employees located throughout North America and Australia.
We’re everyday people with a shared purpose — improving people’s lives. 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. When property people are happy, we’re happy. That’s why we’re HappyCo.
We’re looking for an experienced Manager of Customer Success to join our team.
At HappyCo the Customer Success team manages the critical role of building and protecting relationships with our customers and communicating with internal teams on their behalf. The CSM team is responsible for delivering an exceptional customer experience to existing HappyCo customers (focusing on a named portfolio of customers, but assisting with all customers as needed). Working as a CSM includes collaborating with Sales, Professional Services, Finance, Marketing, Operations, and Product teams by systematically providing details and feedback to our internal teams and keeping systems up to date with relevant information. It requires project and relationship management skills to effectively and efficiently establish and maintain a consistent meeting cadence for customers, roll out complex solutions with Pro Services, track and contribute to resolution on support requests, and develop relationships with a broad range of customer personas. The CSM team acts as customer advocates within HappyCo, championing customer requirements by delivering critical product feedback to our Product team, 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, identify expansion and engagement opportunities, and work to reduce risks identified with customers.
The Manager of the CSM team will be responsible for recruitment, training team members, understanding and refining customer health metrics, continually identifying opportunities for customer engagement and expansion, as well as embracing and promoting adoption of internal systems that support customer success. The role will also require a focus on documentation and exceptional communication skills, including development of and continuous refinement to how the team conducts quarterly business reviews and other critical lifecycle programs.
The proportion of time spent managing CSMs compared to managing a customer portfolio will depend on the size of the team and customer base.
Core Responsibilities/Job Duties:
Responsibilities/Job Duties of any CSM team member with a customer portfolio:
Account expansion and renewal:
Customer Data Analysis & Reporting
Required Qualifications & Skills:
Preferred Qualifications & Skills:
Working at HappyCo:
HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that lets 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 Glassdoor page!
Also some of the added benefits you’ll experience while working at HappyCo are:
++ Work from anywhere!
++ Opportunity to work for one of the fastest growing technology companies in the PropTech industry
++ Generous paid parental leave
++ Unlimited time off
++ Monthly stipends to support Wellness and Home Office expenses
HappyCo is committed to creating a diverse and inclusive workplace and proud to be an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status or any other basis protected by law.
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.
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Position: Manager, Customer Success.