Customer Success Manager

Customer Success Manager

Harmony. New York City area, or remote with regular travel to New York (about a week a month). Full-time. $90,000 to $130,000 base plus equity.

Every year, millions of people qualify for things they're entitled to (housing, health coverage, food support) and never receive them, not because they're ineligible but because the system asks the most of the people with the least room to spare. Harmony is reimagining how people access essential services, starting with affordable housing in New York City.

We're early, and we're moving fast. You'll join a small team at the ground floor and help lay out the phases of a mission that begins with housing in New York and runs through every essential service in the country.

The role

Once a housing developer or their marketing and compliance team signs with Harmony, you are their connection to us. You get them onboarded and trained, you're their first call whenever they need something, you check in regularly, and you understand their needs well enough to see what's coming before they tell you. What you hear from them comes back to Product, Design, and Engineering through you, and what we build in response goes back out to them the same way.

We're hiring our first Customer Success Manager to own that relationship from the moment a deal closes onward. If you're interested in the part of the customer lifecycle before the close, there's room for that too.

What you'll do

• Own each customer relationship from the day the contract is signed: onboarding, adoption, renewal, and growth into the rest of their portfolio
• Build and maintain the training material every role on the customer's side needs
• Be the person every customer calls, and answer: know their buildings, their people, and their deadlines
• Turn what customers struggle with, ask for, and work around into clear, specific input for Product, Design, and Engineering
• Build how customer success works here as you go: how we onboard, how we know an account is healthy, how we escalate, how we renew and grow, so each customer is easier to serve than the last
• Define what support looks like for our end users, then build and lead the team that delivers it
• Pick up whatever else the team needs. We're at a stage where everyone is close to every part of the work

What we're looking for

• You communicate exceptionally well. This matters more than anything else in the role. You can run a customer call, write the follow-up that afternoon, explain a technical problem in plain terms, and make sure nothing important gets lost.
• You've owned customer relationships, and you know what success looks like. Onboarding, account management, implementation, or something like it. You've been the person a customer calls, and you know success means customers who stay and grow with us.
• You take ownership. You show up prepared, you don't wait to be told what's next, and if a process doesn't exist yet, you build it.
• You have good judgment when something goes wrong. When a customer hits a real problem, you stay calm, say what's happening plainly, and pull in the right people.
• You care about customers without saying yes to everything. Real empathy for what they need, and the judgment to know which requests to carry back to the team and which to push back on.
• You're comfortable with AI tools. They're part of how you work, and you use them to get more done without losing the personal touch.

Bonus points

• Experience in affordable housing, real estate, property management, compliance, or public benefits
• You've onboarded customers onto software in a regulated or paperwork-heavy field
• You've worked at an early-stage startup before
• You've built or led a customer support team

You don't need to check every box. If most of this describes you, apply.

Why Harmony

Every year, millions of people qualify for things they're entitled to (housing, health coverage, food support) and never receive them, not because they're ineligible but because getting there is harder than it should be. We're not here to make an old process a little faster. We're here to rebuild how people get access to what they're entitled to.

We're early, and we're moving fast. You'll join a small team at the ground floor and help lay out the phases of a mission that begins with housing in New York and runs through every essential service in the country. That's a large circle of people to invite in: the families applying, the agents serving them, the developers and agencies behind the buildings, and eventually the government itself. The chance to build something this significant, this early, comes along about once in a career. This is one of them.

Pay and equity

$90,000 to $130,000 base depending on experience, plus early-stage equity. Unlimited PTO. You must be authorized to work in the US; we're not able to sponsor visas at this time.

How to apply

Email [email protected] with the subject "Customer Success: your name" and three things: your resume, a short video (one to two minutes, Loom or similar) where you introduce yourself, tell us why this role interests you, and walk us through one thing you've explained to a customer that was hard to explain, and a short note in your own words (two or three paragraphs) on where you're strongest and what you want to get better at. We're looking at how you communicate in the video, not at production quality.

Harmony is an equal opportunity employer.