Manager, Customer Success

Harbor Compliance

21h

About The Position

The Manager of Customer Success is a strategic leader responsible for owning the end-to-end customer experience, with a primary focus on driving long-term retention and sustainable revenue growth. In this role, you will collaborate with senior leadership to develop and execute tactical plans while inspiring a high-performing team to deliver exceptional customer management. By monitoring performance and providing dedicated coaching, you will empower your team to exceed targets and evolve into independent leaders within the organization.

Requirements

5+ years of professional management experience with a proven history of leading independent contributors.
Demonstrated success in managing Customer Success or Account Management teams in a high-growth environment.
Strong background in developing, monitoring, and managing team performance against KPIs and SLAs.
Professional communication mastery, including the articulate use of syntax and grammar in both oral and written interactions.
High level of computer literacy with proficiency in CRM systems (such as HubSpot or Salesforce), word processing, and video conferencing tools.
Experience teaching or demonstrating software to drive functionality adoption and navigation for internal or external users.
Exceptional organizational skills with the ability to produce clear, error-free documentation and structured strategic plans.

Nice To Haves

Advanced proficiency in using data and metrics to inform decision-making and measure progress toward complex goals.
Proven ability to navigate and resolve conflicts effectively to optimize outcomes for both the customer and the organization.
Prior exposure to providing business input for technology design and software functionality improvements.
Deep understanding of strategic customer management frameworks and the ability to translate vision into tactical execution.

Responsibilities

Own and drive customer retention and revenue growth by achieving annual and quarterly gross and net retention targets.
Build and sustain a high-performing department through effective recruiting, onboarding, and performance management.
Develop and deliver strategic plans to enhance the overall customer experience, including the creation of a robust feedback loop for Product and Operations teams.
Conduct consistent coaching and professional development, including weekly one-on-one meetings and the facilitation of individual growth plans for all direct reports.
Ensure process predictability and operational excellence by equipping staff with clear policies, procedures, and training resources.
Drive continuous innovation by leveraging technology tools and enablement materials to improve employee efficiency and reduce operational waste.
Lead team alignment and communication through daily huddles and weekly meetings held to established organizational standards.
Execute rigorous performance appraisals and quarterly goal-setting that align individual outcomes with the departmental mission.