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.
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
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.