About the position
The Senior Customer Success Manager will report directly to the VP of Customer Success and will play a critical role in retaining and expanding Harmonya’s largest accounts. This position is responsible for managing high impact customer engagements, primarily with Fortune 500 brands and retailers, and ensuring customers successfully adopt Harmonya’s platform and achieve clear business outcomes.
In this role, you will act as a trusted advisor to customer stakeholders, guiding them through onboarding, driving product adoption, and delivering ongoing value through strong account planning and performance reviews. You will partner cross functionally with Sales, Product, Data, and other internal teams to align customer goals with Harmonya’s capabilities and ensure smooth execution across the customer lifecycle.
This is a highly visible role both internally and externally, with significant influence on how Harmonya defines customer success, scales its customer experience, and achieves long term revenue growth through renewals and expansions. The ideal candidate brings strong CPG and retail domain expertise, excellent communication skills, and the ability to thrive in a fast paced environment while working with remote teams.
Responsibilities
- Manage accounts and build strategic relationships with the CPG and Retail companies
- Lead post-sale account health and sustain engagements with customers, and working seamlessly with them to use Harmonya’s products and data for maximum impact
- Independently manage onboarding kickoff presentations, training, office hours, project leadership meetings, and quarterly business reviews
- Own the measurement and articulation of Harmonya’s impact to our customers
- Proactively solve any roadblocks, and identify new opportunities and needs that Harmonya can address with our customers
- Serve as a trusted partner to customers externally and be your customers’ advocate internally
- Developand improve upon internal and external processes that drive customer satisfaction and loyalty
- Develop and execute on joint business plans to drive value, and deliver business growth with customer retention & health being the 2 primary KPIs
- Infrequent domestic travel required (0-10%)
Requirements
- 5+ years of experience in a Customer Success or Account Manager role - managing relationships with large and complex enterprises, preferably with a data or business intelligence SaaS platform
- Customer/Shopper Insights, Category Management, Analytics experience in a CPG or Retailer preferred
- Experience working in a fast-growing startup and technology environment, specifically in B2B SaaS data/analytics and CPG
- Proven track record of being able to successfully onboard and support customers with new data sets, platforms, or technologies
- Demonstrated ability to buildlasting relationships, deliver high customer satisfaction, and build loyalty based on mutual value creation
- Strong presentation skills, experience preparing for in-person presentations often with multiple stakeholders
- Empathy to truly understand customer problems and needs, and work internally and externally to address customer needs
- Curiosity, creativity, patience, and an entrepreneurial mindset are critical to success in this role
- High accountability, integrity, and attention to detail
- Excellent verbal and writtencommunication skills
- Familiarity with common CPG and Retail industry data sets - NielsenIQ, Circana, Luminate, 84.51, Numerator, Mintel, etc.
About Harmonya
Harmonya is the all-in-one AI-powered product data enrichment, categorization, and insights platform for retailers and brands.
Legacy product data lacks descriptive and diagnostic power and limits what organizations can do. Harmonya enriches its customers’ and partners’ product data with deeper attributes and characteristics to power more impactful analytics and decision-making.
Our proprietary technology ingests information from millions of online product listings and creates unique tags from titles, descriptions, ingredients, consumer reviews, and more. This harmonized data asset empowers your teams and technologies that use product data to unlock growth for your business through a better understanding of what matters most to consumers.
We build robust tools to help you uncover insights about the consumer drivers of market performance, optimize assortment and merchandising, categorize products, guide product innovation, and engage target audiences more effectively.
Founded in 2021, Harmonya is a venture-backed company. Investors include Team8, Susa Ventures, J Ventures, and others.
