Customer Success Manager
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Job Description
Customer Success Manager ensuring client satisfaction and retention at Harbor Compliance. Managing key accounts and driving customer loyalty through strategic engagement.
Responsibilities:
- Maintain a gross retention rate of 90% or higher for assigned accounts.
- Identify and address at-risk customers through proactive engagement and personalized strategies.
- Conduct regular check-ins and business reviews to assess satisfaction and ensure alignment with customer goals.
- Achieve a strong net retention rate by identifying opportunities for upselling and cross-selling.
- Leverage a deep understanding of customer objectives and usage patterns to promote additional services.
- Collaborate closely with the Account Management team to execute revenue growth initiatives.
- Maintain strong CSAT score by delivering exceptional support and strategic guidance.
- Connect customers to relevant resources and referral partners as needed.
- Provide actionable feedback to internal teams to enhance the customer experience.
- Handle escalations with expert-level problem-solving and retention strategies.
Requirements:
- 3+ years of experience in Customer Success, Account Management, or a client-facing role in a B2B environment.
- Proven track record of meeting or exceeding retention and satisfaction goals.
- Strong interpersonal, communication, and relationship-building skills.
- High emotional intelligence and proficiency in de-escalation tactics.
- Ability to understand customer pain points and align them with solutions.
- Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
Benefits:
- health benefits
- flexible paid time off
- parental leave
- fertility and adoption assistance
- 401(k)
- educational reimbursement
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