Housing Connector

Customer Success Manager

• 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.

Partner Success

Manager

• Grow Housing Connector’s presence by both increasing number of people housed and demonstrating improved housing stability outcomes to nonprofit, government, and institutional partners.
• Identify and develop new partnership opportunities across public and private sectors to expand local impact.
• Own the overall health and performance of the market, balancing growth, partner experience, and measurable housing outcomes.
• Hold clear accountability for market-level results and continuously improve local operations to ensure consistent, high-quality delivery of Housing Connector’s model.
• Partner with the Regional Managing Director to design and execute scalable, market-specific strategies.
• Deepen engagement with community and government partners.
• Expand client stability supports.
• Increase active unit utilization across the partner property portfolio.
• Build and manage strategic, long-term relationships with housing providers, community organizations, and key stakeholders.
• Lead the end-to-end community partnership experience, translating strong partner engagement into sustained referral volume and successful placements.
• Deliver an outstanding experience for property, community, and government partners by proactively addressing operational challenges and ensuring timely, effective resolution.
• Work cross-functionally with Product, Property Growth, and Regional teams to identify, implement, and iterate on tools, processes, and infrastructure that improve efficiency and client outcomes.
• Manage and develop the local team, providing coaching, direction, and performance support aligned with market goals.

Market Manager

Sales

• Monitor and intake Salesforce tickets submitted by partner organizations
• Review tickets for completeness, accuracy, and required information
• Apply standard tags, categories, and priority levels based on defined rules
• Perform basic, documented troubleshooting when applicable
• Route tickets to the appropriate internal team or owner with clear notes and context
• Send standard acknowledgment or clarification messages to partners using approved templates
• Document all actions, updates, and outcomes in Salesforce
• Identify duplicate, misdirected, or out-of-scope tickets and close or reroute accordingly
• Escalate sensitive, complex, or policy-related issues using predefined criteria
• Flag recurring partner issues or submission patterns that suggest system or process gaps

Partner Success

Market Manager

Contract Salesforce Support