About the Role

We are building an AI-first customer experience organization. The CXM role is a cradle-to-renewal position for operators who own the full customer lifecycle — from launch through renewal — and who have already used AI in real business workflows to improve customer outcomes.

You will own a portfolio of multifamily SaaS customers end-to-end: leading implementations, driving adoption and value realization, conducting business reviews, managing risk, and surfacing expansion opportunities. Unlike a traditional CSM who inherits post-launch or a PS resource who exits after go-live, the CXM carries continuity across the entire customer journey — eliminating handoff friction, compounding trust, and ensuring no customer falls through the cracks.

This is a hands-on role for customer leaders who blend relationship management with implementation expertise, analytical rigor, and modern AI-driven workflows.

What You'll Do

🔄 Own the Full Customer Lifecycle

• End-to-end launches (scoping, configuration, training, UAT, go-live, hypercare)
• Post-launch adoption, value realization, and ongoing enablement
• Retention, risk management, and churn mitigation
• Quarterly business reviews (usage trends, ROI narrative, adoption gaps, recommended next steps)

🤝 Build Multi-Threaded Customer Relationships

• Executive sponsors
• Champions
• Day-to-day admins
• Stakeholder mapping and engagement cadence

📈 Surface Expansion Opportunities

• New properties, products, and use cases (CSQLs)
• Hand qualified leads to AMs — CXM does not own renewals or upsell close
• When a customer purchases a new product or add-on, own the launch of that product within the account

🤖 Use AI Tools and Workflows

• Analyze customer health, usage, and risk patterns
• Surface expansion and churn risk signals
• Automate reporting, insights, and executive-ready customer narratives
• Auto-generate QBR drafts, account briefs, and meeting recaps

📊 Develop AI-Powered Customer Insights

• Create health dashboards
• Summarize behavioral trends
• Build renewal risk narratives backed by data
• Generate weekly health digests that reduce manual monitoring effort

🔗 Cross-Functional Partnership

• Reporting/Analytics: Stand up best-practice reporting at launch; intake ongoing reporting requests on behalf of the customer
• Product · Support · Sales: Collaborate to drive customer outcomes

📝 Operationalize & Improve

• Document and operationalize repeatable AI workflows that improve CXM efficiency, customer visibility, and renewal predictability
• Contribute to playbook development, onboarding refinement, and cross-functional feedback loops

Required Experience

3+ years in Customer Success, Professional Services, or Implementation roles in B2B SaaS
Experience owning customer launches or implementations end-to-end
Demonstrated, real-world application of AI in business workflows:
AI-driven customer health analysis
Automated insight generation
Predictive risk modeling
Workflow automation for account reviews or renewals
Comfort working with data: dashboards, customer usage metrics, operational KPIs
Strong executive communication skills
Strong project management skills with demonstrated ability to manage multiple concurrent workstreams
Proven ability to manage client relationships with consultative authority
High ownership, organization, and ability to execute independently

Strongly Preferred

PropTech or multifamily experience
Experience with customer success platforms (e.g., Gainsight)
Experience working with product telemetry, usage data, and BI tools
Hands-on experience with AI tools: LLMs integrated into workflows, no-code automation, data enrichment pipelines
Bachelor's degree (or equivalent professional experience)

What Success Looks Like (First 3- 6 Months)

Milestone	What It Means
Led at least one customer launch end-to-end	You own a full book of business across launch and post-launch
Running AI-enhanced QBRs independently	Account reviews are data-backed and strategically sound
Risk assessments are data-backed and defensible	Surfacing churn risk earlier than traditional CSM methods
Workflows reduce manual effort	Improved customer clarity without sacrificing quality
Consistent engagement cadence	No customer has gone dark
Measurable account improvements	Product adoption ↑ · Executive engagement ↑ · Time-to-value ↓ · Renewal confidence ↑