Customer Experience Manager (CXM) – AI-Forward (PropTech / Multifamily SaaS)

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

Strongly Preferred

What Success Looks Like (First 3- 6 Months)