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 buildstrategic relationships with the CPG and Retail companies
- Lead post-sale account health andsustain engagements with customers, and working seamlessly with them to useHarmonya’s products and data for maximum impact
- Independently manage onboardingkickoff presentations, training, office hours, project leadership meetings, andquarterly business reviews
- Own the measurement andarticulation of Harmonya’s impact to our customers
- Proactively solve any roadblocks,and identify new opportunities and needs that Harmonya can address with ourcustomers
- Serve as a trusted partner tocustomers externally and be your customers’ advocate internally
- Develop and improve upon internaland external processes that drive customer satisfaction and loyalty
- Develop and execute on jointbusiness plans to drive value, and deliver business growth with customerretention & health being the 2 primary KPIs
- Infrequent domestic travelrequired (0-10%)
Requirements
- 5+ years of experience in aCustomer Success or Account Manager role - managing relationships with largeand complex enterprises, preferably with a data or business intelligence SaaSplatform
- Customer/Shopper Insights,Category Management, Analytics experience in a CPG or Retailer preferred
- Experience working in afast-growing startup and technology environment, specifically in B2B SaaSdata/analytics and CPG
- Proven track record of being ableto successfully onboard and support customers with new data sets, platforms, ortechnologies
- Demonstrated ability to buildlasting relationships, deliver high customer satisfaction, and build loyaltybased on mutual value creation
- Strong presentation skills,experience preparing for in person presentations often with multiplestakeholders
- Empathy to truly understandcustomer problems and needs and work internally and externally to addresscustomer 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 andRetail industry data sets - NielsenIQ, Circana, Luminate, 84.51, Numerator,Mintel, etc.
About Harmonya
Harmonya is the all-in-one AI-powered product dataenrichment, categorization, and insights platform for retailers and brands.
Legacy product data lacks descriptive and diagnostic powerand limits what organizations can do. Harmonya enriches its customers’ andpartners’ product data with deeper attributes and characteristics to power moreimpactful analytics and decision-making.
Our proprietary technology ingests information from millionsof online product listings and creates unique tags from titles, descriptions,ingredients, consumer reviews, and more. This harmonized data asset empowersyour teams and technologies that use product data to unlock growth for yourbusiness through a better understanding of what matters most to consumers.
We build robust tools to help you uncover insights about theconsumer drivers of market performance, optimize assortment and merchandising,categorize products, guide product innovation, and engage target audiences moreeffectively.
Founded in 2021, Harmonya is a venture backed company.Investors include Team8, Susa Ventures, J Ventures, and others.
