Customer Experience Manager (CXM) – AI-Forward
Core
Full-cycle Customer Experience Manager owning the complete journey (launch, implementation, adoption, retention, expansion) for 20 Mid-Market multifamily property accounts using AI-augmented workflows.
Role type
Senior IC Customer Experience Manager (AI-forward)
Builds
AI-augmented customer success operations for multifamily property operators
Domain
PropTech / Multifamily Real Estate / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
End-to-end project management, AI-driven health analysis, automated insight generation, predictive risk modeling, executive communication, consultative relationship management, data analysis, workflow automation
Preferred skills
PropTech experience, Gainsight (CTA-driven risk workflows), LLM integration, no-code automation
Technologies
Gainsight, LLMs, BI tools
Responsibilities
Own launch and implementation end-to-end (scoping, configuration, UAT, go-live, hypercare), Develop and execute Success Plans tied to business goals, Run engagement cadence including business reviews with usage/ROI narratives, Monitor customer health and act on risk signals, Partner with Sales on expansion and renewal strategy, Relay field feedback to Product, Improve AI-augmented workflows