Manager, Customer Success
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Job Description
Manager of Customer Success at Harbor Compliance driving customer retention and revenue growth. Collaborating with leadership to develop strategies and coach a high-performing team.
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
Requirements:
- 5+ years of professional management experience
- 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.
Benefits:
- health benefits
- flexible paid time off
- parental leave
- fertility and adoption assistance
- 401(k)
- educational reimbursement
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