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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