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
Develop and 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

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 build lasting 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 written communication skills
Familiarity with common CPG and Retail industry data sets
NielsenIQ, Circana, Luminate, 84.51, Numerator, Mintel, etc.

Senior Customer Success Manager

Key skills