Customer Success Specialist

About the Role

In the Partner Success role, you own the operational lifecycle of partner engagement within the Miami market, from onboarding and training through ongoing relationship management, support, and issue resolution. You serve as the primary point of contact for property and community partners, connecting partners to Housing Connectors internal teams to ensure alignment, trust, and shared accountability across the housing placement ecosystem.

In this role, you will actively bridge the gap between property and community partners ensuring alignment across expectations, timelines, and communication. Through structured data capture, continuous feedback loops, and coordinated issue triage, you help partners navigate the housing placement process and resolve challenges before they escalate.

This integrated approach strengthens cross-sector collaboration, reduces friction, accelerates time to housing placement, and supports long-term housing stability for individuals and families. By building and sustaining strong partnerships across the housing ecosystem, you directly contribute to removing barriers to housing access and creating durable, stable housing outcomes.

Key Responsibilities

• Lead the onboarding process for new property and community partners ensuring smooth adoption of Housing Connector processes, expectations, and technology.
• Serve as the primary relationship manager for property partners while acting as a liaison with community partners to align goals, processes, and communication.
• Facilitate structured data capture across partners to improve visibility into unit availability, readiness, placement timelines, and housing outcomes.
• Provide ongoing support and training to partners, including virtual and in-person check-ins, joint problem-solving, and process improvement support.
• Maintain accurate partner and property records in Salesforce, including lease terms, property specs, staffing contacts, service relationships, status changes and unit availability.
• Coordinate with internal teams (markets, stability, product, and operations) creating an effective feedback loop to ensure unit readiness, efficient referrals, and timely move-ins.
• Lead issue triage across property and community partners, identifying risks early and coordinating resolution to prevent placement delays or housing instability.
• Track and support transitions in property management companies and community organizations to maintain continuity and relationship stability.
• Capture partner feedback and translate insights into operational improvements that strengthen placement speed, partner experience, and housing outcomes.
• Participate in weekly team meetings and share updates on partner engagement, trends, risks, and system-level opportunities.

What Success Looks Like

• Property and community partners experience strong, trust-based relationships and clear communication.
• Data is accurate, timely, and actionableenabling faster housing placement, better coordination and effective resource connection.
• Issues are identified early, resolved efficiently, and prevented from escalating into placement or stability risks, minimizing partner churn.
• Time to housing placement decreases while long-term housing stability increases.
• Maintain strong utilization trends with the Property Huband ensure marketed unit vacancies stay refreshed and are reflective of real-time availability.
• Partnerships are durable, resilient, and mission-aligned over time.

Skills & Experience

• 2+ years of experience owning ongoing relationships with external partners, customers, or clients.
• Experience bridging different stakeholder groups, including property partners, community organizations, and internal teams, to align goals, timelines, and expectations.
• Strong communication skills, with experience explaining processes, reinforcing expectations, and resolving issues clearly and professionally.
• Experience leading onboarding, training, or process adoption for partners, customers, or users.
• Experience managing multiple priorities, tracking details, and following work through to resolution in a fast-paced, partner-facing environment.
• Experience using CRM or partner-facing systems (e.g., Salesforce or similar platforms) to maintain records and track partner or customer activity.
• Experience entering, updating, and maintaining structured data accurately across systems.
• Experience using common workplace tools (e.g., Google Workspace or Microsoft Office) for documentation, communication, and coordination.
• Experience collaborating cross-functionally to support operational and service delivery goals.
• Experience in housing, property management, or community-based work is a plus.
• Valid drivers license and insurance, with the ability to travel locally as needed.

Work Environment & Travel

• This is a hybrid role, with regular in-person meetings and site visits to partner locations. Expect a mix of remote work, field visits (23 per week on average), and occasional in-office collaboration. Must have reliable local travel options and be comfortable engaging with partners in person.

About Housing Connector

Housing Connector is a tech-enabled nonprofit working to reduce barriers to housing access and increase housing stability for individuals and families. We partner with property owners, housing providers, government agencies, and community organizations to make it easier for people with housing barriers to secure and maintain stable housing.

We believe no unit should sit vacant while people need a home. By combining cross-sector partnerships, practical solutions, and technology, we help communities use existing housing more effectively, creating faster housing placements and more sustainable outcomes for both residents and property partners.

Our work is grounded in collaboration, accountability, innovation, and a commitment to building systems that work better for everyone.

What We Offer

Housing Connector offers a comprehensive benefits package designed to support employee well-being, equity, and professional growth, including:

• Comprehensive Health Coverage Medical, dental, vision plans. We pay 100% of our employees premiums and 50% of their partners/dependents.
• Generous Paid Time Off 22+ days PTO (in first year) and dedicated Community Service Leave.
• Extensive Holiday Schedule Including a full week off in December.
• Paid Parental Leave Supportive leave options for families.
• Employee Assistance Program (EAP) Confidential resources for personal support.
• Life Insurance Financial security for you and your loved ones.
• Flexible Spending Accounts (FSA, DCRA) Health and dependent care expense accounts.
• 401(k) with Employer Match (6%) Invest in your future.
• Professional Development Reimbursement Annual reimbursement up to ($500) to enhance your skills.

Housing Connector is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Compensation details: 71000-91000 Yearly Salary

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