Manager, Customer Success
Key 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.
- 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.
- 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.
Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information.