Head of Community

Resident Company; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Resident Company in New York invites a Head of Community to join our leadership team. You’ll own the member experience across our Manhattan locations, manage a small team of Community Associates, and be the main contact for our largest member companies.

You’ll spend time across our spaces, build relationships with founders, operators, and investors, run workshops, and shape the community playbook as we expand to new locations.

Qualifications

• Several years in client or customer success at a tech company.
• Managed relationships with enterprise customers.
• Able to calm demanding clients and turn frustration into loyalty.
• Excellent written and warm communication.
• Organized, deadline-oriented, and multitask in a fast-paced environment.
• Keen to build community as a craft, not a stepping stone.

Responsibilities

• Know every member by name, company, and goals.
• Make introductions between members and follow up on outcomes.
• Onboard new members and teams so they feel at home.
• Own the relationship with enterprise clients.
• Set expectations at move-in and ensure clear ownership/timelines.
• Spot problems before they escalate by listening closely.
• Set the daily rhythm of the workspace and host events.
• Run surveys and act on member feedback.
• Own renewals and retention for members.
• Help members grow to bigger spaces or relocate if needed.
• Conduct tours and close new memberships.
• Collaborate with leaders on the community playbook for new locations.
• Hire, train and manage Community Associates.

Skills

Customer success

Enterprise relationships

Clear writing

Organized

Deadline driven

Job description

Resident is a company club for startups and growing teams. We opened our first location a little over a year ago and now run three across Manhattan, with a fourth, our largest yet, on the way. Our members include AI companies, post-exit founders, investors, consumer brands, agencies, and media and tech startups, from two-person teams to companies with more than 100 people.

We’re not VC-funded, and all three locations are profitable.

Why Resident?

When most people see a community role at a coworking space, they think of it as an office manager job. That’s not how we see it. What an AI research scientist is to OpenAI, a great Head of Community is to us at Resident.

The space matters, but what keeps members here is the people they meet and the ways they end up helping each other. Making that happen every day, for a two-person startup and for a 100-person company alike, is this job.

The Role

We’re hiring a Head of Community to join our leadership team. You’ll report directly to our Founder & CEO, an entrepreneur with a previous exit. You’ll spend most of your day communicating with members. You’ll own the member experience at your location from move-in through every renewal, be the main point of contact for our largest member companies, and lead a small team of Community Associates. You’ll have a home club and spend time across our other locations, so you know every space and can step in wherever you’re needed.

What You’ll Do

MEMBERS

• Know every member by name, what their company does, and what they’re working toward
• Make introductions between members that lead somewhere, and follow up to see what came of them
• Onboard new members and teams so they feel at home

LARGER MEMBER COMPANIES

• Own the relationship with our enterprise clients
• Set clear expectations at move-in, hold regular check-ins, and make sure issues have an owner and a timeline
• Listen closely: what looks small to us can matter a lot to a 100-person client. Spot problems before they become escalations.

PROGRAMMING

• Set the daily rhythm of the workspace
• Host workshops and social events
• Run member and team surveys, and act on what you hear
• Find small, thoughtful ways to show members we’re paying attention

RETENTION AND GROWTH

• Own renewals and retention for your members
• Spot when a team is ready for a bigger space or needs to be relocated to a different location
• Conduct tours and close deals for new memberships
• Work with the other leaders and our CEO on the community and client playbook we’ll take to every new location

TEAM AND OPERATIONS

• Hire, train and manage Community Associates
• Be the main point of contact for member requests, and work closely with our Head of Operations on the space, vendors and anything that breaks
• Set the standard for how the workspace feels day to day, from coworking etiquette to how guests are welcomed

Who You Are

• You’ve spent several years in client or customer success at a tech company, and you’ve managed relationships with larger or enterprise customers
• You’ve handled demanding clients without losing your cool, and you know how to turn a frustrated customer into a loyal one
• You genuinely enjoy people and remember the details about them
• You’re organized, you meet deadlines, and you stay calm when five things happen at once
• You write clearly and warmly
• You like early-stage environments and are happy to pick up work that falls outside your job description
• You want this job specifically. You’re excited about building community as a craft, not looking at it as a stepping stone.
• Experience in coworking or real estate isn’t required, and we’ll teach you the space.

Why Join

• If you’ve done customer success at a software company and want to see what it looks like when the relationship happens in person, every day, we’d especially like to hear from you.
• You’ll be on the leadership team of a profitable company that’s still small enough for your ideas to shape how it runs
• You’ll build real relationships with founders, operators and investors across New York’s startup community
• We’re opening more locations, and the playbook you help build will run in each of them

Join Our Team

Do you have a love of community and the New York City startup scene? So do we, let’s chat!