Customer Experience Manager (CXM) – AI-Forward

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. We need to extract content from posting. Let's parse: - About The Role: description about role. That's prose. Should be under

About the role

then

... maybe multiple paragraphs. - What You'll Do: list of duties. Should be under

Responsibilities

with

• each bullet. - Required Experience: list of requirements. Could be under

  Requirements

  with
  . - Preferred: maybe under

  Preferred Qualifications

  but we have Qualifications section. Could combine required and preferred? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Skills). So we can have Requirements and Qualifications separate. Required Experience likely goes under Requirements. Preferred maybe under Qualifications or Skills. We'll decide. - Required Experience bullet list: At least 3+ years in Customer Success or Implementation in a B2B SaaS environment; Demonstrated end-to-end ownership of customer launches or implementations — scoping through hypercare, not a handoff role; Demonstrated, real-world application of AI in business workflows: AI-driven health analysis, automated insight generation, predictive risk modeling, or workflow automation for account reviews and renewals. This is non-negotiable — it is the assumption the 20-account book is built on; Comfort working with data: dashboards, customer usage metrics, operational KPIs; Strong executive communication, with the ability to hold a room of senior operator stakeholders; Strong project management across multiple concurrent workstreams; Proven ability to manage client relationships with consultative authority; High ownership, organization, and the ability to execute independently in a fully remote, US time zone role. - Preferred: PropTech, multifamily, or property operations experience is strongly preferred; Gainsight or a comparable customer success platform, specifically CTA-driven risk workflows; Product telemetry, usage data, and BI tooling; Hands-on with LLMs integrated into live workflows, no-code automation, or data enrichment pipelines; Bachelor's degree or equivalent professional experience. We could put Preferred under Qualifications (or Skills). The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have Qualifications for preferred qualifications, and Skills for maybe technical skills? But we have both required and preferred. Could put required under Requirements, preferred under Qualifications, and maybe skills under Skills (like Gainsight, LLMs, data, etc). But we can also combine. We must not create sections with filler. So we need actual content. Benefits: The posting includes "We Offer:" list: 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; Monthly stipends to support Wellness and Home Office expenses; Find out more about our US Employee Benefits here! Also mention inclusive culture etc. So we have benefits content. Pay: Not explicitly stated; only "Competitive and equitable pay" which is vague but maybe considered benefit. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state "Competitive and equitable pay" which is a statement about pay but not specific numbers. Is that enough? It says "Competitive and equitable pay" is a statement about pay. It's not a specific number but it's still stating pay. The rule: never create Pay section unless posting actually states them. It does state "Competitive and equitable pay". That is a statement about pay, albeit vague. I'd say we can include Pay section with that sentence. However they also say "Prefer a few substantive sections over many thin ones." Might be okay. Schedule: Not mentioned. No schedule info. So we should not create Schedule section. Skills: Could list technical skills like Gainsight, LLMs, data, BI, etc. But we already have those in Preferred. Could create Skills section for those. But we might combine Preferred and Skills. However we need to avoid duplication. Let's decide: Requirements (required experience), Qualifications (preferred experience/education), Skills (specific tools/platforms). Benefits section. We must not repeat job title. No extra. We need to preserve all substantive information; do not invent or summarize away detail. So we must keep all details from the posting, but we can rephrase? It says preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the details as is, maybe copy sentences. We can keep them in

  or

  • . Should not omit any detail. Thus we need to include all bullet points from What You'll Do, Required Experience, Preferred, Benefits, About The Role, etc. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. So we need to cut out the scam warning, AI tools in hiring, etc. Also remove "Learn more about our Product Vision here!" maybe not needed? It's not boilerplate but maybe considered navigation? It's a link. Might be considered boilerplate? It's not legal/EEO. It's a call to action. Might be considered application instruction? Not exactly. But we can keep it? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "Learn more about our Product Vision here!" is like a navigation link; could be considered navigation. Safer to remove. Also "When customers use our software, their communities get stronger." etc. That's about company description; maybe keep under About HappyCo? But we have no section for company description unless we put under About the role? Actually About the role section is about role; we could include company description under About HappyCo but we don't have a heading for that. Could we include it under About the role? Might be irrelevant. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should not create other headings. So we need to fit company description somewhere maybe under About the role as prose? But About the role should be about the role, not company. However we could include a brief company description as part of About the role? Might be okay but risk of being considered filler? The posting includes a section "About HappyCo" after the role details. That's substantive info about company. We need to preserve ALL substantive information. So we need to include it somewhere. Since we don't have a heading for company, we could put it under About the role as a paragraph? But that would misrepresent. Perhaps we can treat "About HappyCo" as part of "About the role"? Not ideal. Alternatively, we could create a section "About the company" but not allowed headings list only those given. The instruction says use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The "e.g." suggests those are examples, not exclusive? It says use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It might imply those are the allowed headings. It says "Use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should only use those headings. So we cannot add a custom heading like "About HappyCo". So we need to incorporate that info under one of those headings. Perhaps under "About the role" we can include a brief description of the company as context. That might be acceptable. Alternatively, we could put it under "Benefits"? No. Better to put under "About the role" as a preamble: "HappyCo is a company where people can grow their careers..." etc. That is actually at the very start of the posting before About The Role. So we can include that as part of About the role section. Thus About the role section will contain the introductory paragraph about HappyCo culture and then the description of the role. Now we need to ensure we don't repeat any content. Let's extract all substantive content: Intro: "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!" About The Role paragraph: "HappyCo is building an AI-first customer experience organization, and the Customer Experience Manager is the role that carries it. This is a full-cycle, single-owner seat for our Mid-Market & Regional segment — operators running 1,000–5,000 multifamily units at >$1,000 MRR — where one person owns the complete customer journey from launch and implementation through adoption, retention, and expansion. You will carry a book of up to 20 accounts. That number works because the scaled and AI-augmented motion does the monitoring, the first-draft reporting, and the early risk detection for you — it raises the floor so your time goes to judgment, relationships, and outcomes. Unlike a traditional CSM who inherits an account post-launch, or a services resource who exits at go-live, the CXM holds continuity across the entire journey: no handoffs, no gaps, no customer falling through the cracks. This is a backfill on a team where every book is at or near capacity, so the person in this seat owns real accounts early and matters immediately." What You'll Do bullets (list): - Own launch and implementation end-to-end — scoping, configuration, training, UAT, go-live, and hypercare — holding project timelines and Gross Time to Launch - Develop and execute Success Plans tied to each customer's stated business goals - Build and maintain multi-threaded relationships across executive sponsors, champions, and day-to-day admins - Run the engagement cadence across the full book, including business reviews that carry a usage, ROI, and adoption-gap narrative with a recommended next step - Monitor customer health, adoption, and sentiment, and act on risk signals through CTA-driven risk management in Gainsight - Manage escalations and mitigate churn risk with data-backed, defensible risk assessments - Partner with Sales on expansion, whitespace, and renewal strategy, and surface CSQLs. The CXM does not own the renewal or upsell close - Own the launch of any new product or add-on purchased inside your accounts - Relay field feedback to Product as clear requirements, risks, and opportunities - Apply, document, and improve the AI-augmented workflows and scaled plays the Mid-Market coverage model depends on Required Experience bullets: - At least 3+ years in Customer Success or Implementation in a B2B SaaS environment - Demonstrated end-to-end ownership of customer launches or implementations — scoping through hypercare, not a handoff role - Demonstrated, real-world application of AI in business workflows: AI-driven health analysis, automated insight generation, predictive risk modeling, or workflow automation for account reviews and renewals. This is non-negotiable — it is the assumption the 20-account book is built on - Comfort working with data: dashboards, customer usage metrics, operational KPIs - Strong executive communication, with the ability to hold a room of senior operator stakeholders - Strong project management across multiple concurrent workstreams - Proven ability to manage client relationships with consultative authority - High ownership, organization, and the ability to execute independently in a fully remote, US time zone role Preferred bullets: - PropTech, multifamily, or property operations experience is strongly preferred