Customer Success Specialist

About the Role

Harmoni connects manufacturing equipment to the shop floor and front office, giving machinists and managers real-time visibility into their operations. We're looking for a Customer Success Specialist who is, first and foremost, a relationship builder — the kind of person customers genuinely look forward to talking to.

This isn't a role where you check a box on a quarterly call and move on. We run a high-touch model, and you'll own a portfolio of around 20 accounts to start, working closely with each of them on an ongoing basis.

You'll provide continued training, help teams get the most out of what they already have, and partner with them as they roll out new modules — managing those projects so each rollout actually lands and delivers value.

You'll be based at our Akron headquarters, where we value an in-person environment and keep our training equipment and team close at hand. About once a month you'll travel to customer sites for in-person reviews — the kind of face time that keeps relationships strong and surfaces what customers really need.

What You'll Do

• Own a portfolio of ~20 accounts, building deep, trusted relationships with each one
• Serve as the ongoing point of contact customers rely on well beyond the initial rollout
• Deliver continued training and guidance, helping teams adopt and get value from every feature
• Manage rollout projects as customers adopt new modules — keeping them on track and ensuring each launch succeeds
• Travel onsite roughly once a month for regular in-person account reviews
• Listen for what customers need and what's difficult, and help translate that back to our team to improve the product and the experience

Who You Are

• A natural relationship builder. This is the heart of the role. You listen well, follow through, and people want to keep working with you. Customers trust you and enjoy talking to you.
• Comfortable with high-touch, ongoing work. You'd rather be deeply engaged with a focused set of accounts than skim the surface of hundreds. You see managing a rollout and running ongoing training as part of the relationship, not overhead.
• Technical enough to keep up. You don't need to be an engineer, but training on our product can get into complex topics — you need to be able to grasp it, explain it clearly, and help customers do the same.
• Organized and proactive. You can juggle 20 accounts at different stages, keep projects moving, and stay ahead of your customers' needs.
• Based in or near Akron, OH. We value an in-person environment and want you in the office with the team, with monthly travel to customer sites.

Nice to Have

• Experience in manufacturing or with a manufacturing-focused product (a big plus — but you don't need to come from a machine shop)
• Prior customer success, account management, or customer-facing training experience
• Familiarity with rolling out software or technical products to non-technical teams