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