Harris Computer
Overview
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . This role is to build and lead the Customer Success team, improving how we work and growing programs that help us retain customers and increase revenue. You will collaborate with Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from onboarding through renewal and expansion. What You Will Do
Develop and implement our Customer Success plan, including onboarding new customers, helping them use our products, and managing renewals. Build, guide, and support a team of Customer Success Managers and Support Staff; establish standard operating procedures and measurable goals. Set up and improve how we collect customer data, create reports, and track key metrics to understand customer health and engagement. Manage key customer accounts directly and oversee your team as they manage the broader customer base. Create and deliver training and professional services that encourage renewals and upsell opportunities. Develop plans to move customers from one-year to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and drive continuous improvement. Oversee budget planning, staffing needs, and report to the executive team on Customer Success performance and value. What We Are Looking For
10+ years of growth experience in Customer Success, Program Management, or Professional Services within B2B SaaS, including at least 3 years in a senior leadership role. Proven success in building Customer Success programs from the ground up and driving retention and revenue growth. Strong CRM experience (HubSpot or Salesforce) and data analysis skills with tools like MS Power BI, AWS QuickSight, Tableau, and SQL; knowledge of PMP or Agile project management. Experience hiring, training, and developing staff to achieve productivity and long-term retention. Excellent strategic thinking, problem-solving, and clear communication. Experience managing a multi-million-dollar portfolio with forecasting and executive reporting. SQL proficiency is a significant advantage. Strong verbal and written communication; ability to work well in a team and independently. Understanding of data integration across systems using tools like Microsoft SSIS, AWS Glue/Databrew, Python, or similar. What Will Help You Stand Out
Interest in Education and Education Technology, especially with government or public sector clients. History of creating effective Customer Success plans and improving renewal rates. Experience enhancing CRM data and automating reports. Ability to translate customer feedback into product and service improvements. Leadership in cross-team projects that help customers use products more and purchase additional services. Data-driven mindset and commitment to process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or relevant master’s degree preferred; bachelor’s degree in business, technology, or related field required. Certifications such as PMP, CSM, and ITIL are highly preferred. Travel Requirements
Travel 15-20% of the time. Salary Range
$100,000 – $120,000 USD Position Details
Seniority level: Director Employment type: Full-time Job function: Other Industries: Software Development
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Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . This role is to build and lead the Customer Success team, improving how we work and growing programs that help us retain customers and increase revenue. You will collaborate with Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from onboarding through renewal and expansion. What You Will Do
Develop and implement our Customer Success plan, including onboarding new customers, helping them use our products, and managing renewals. Build, guide, and support a team of Customer Success Managers and Support Staff; establish standard operating procedures and measurable goals. Set up and improve how we collect customer data, create reports, and track key metrics to understand customer health and engagement. Manage key customer accounts directly and oversee your team as they manage the broader customer base. Create and deliver training and professional services that encourage renewals and upsell opportunities. Develop plans to move customers from one-year to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and drive continuous improvement. Oversee budget planning, staffing needs, and report to the executive team on Customer Success performance and value. What We Are Looking For
10+ years of growth experience in Customer Success, Program Management, or Professional Services within B2B SaaS, including at least 3 years in a senior leadership role. Proven success in building Customer Success programs from the ground up and driving retention and revenue growth. Strong CRM experience (HubSpot or Salesforce) and data analysis skills with tools like MS Power BI, AWS QuickSight, Tableau, and SQL; knowledge of PMP or Agile project management. Experience hiring, training, and developing staff to achieve productivity and long-term retention. Excellent strategic thinking, problem-solving, and clear communication. Experience managing a multi-million-dollar portfolio with forecasting and executive reporting. SQL proficiency is a significant advantage. Strong verbal and written communication; ability to work well in a team and independently. Understanding of data integration across systems using tools like Microsoft SSIS, AWS Glue/Databrew, Python, or similar. What Will Help You Stand Out
Interest in Education and Education Technology, especially with government or public sector clients. History of creating effective Customer Success plans and improving renewal rates. Experience enhancing CRM data and automating reports. Ability to translate customer feedback into product and service improvements. Leadership in cross-team projects that help customers use products more and purchase additional services. Data-driven mindset and commitment to process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or relevant master’s degree preferred; bachelor’s degree in business, technology, or related field required. Certifications such as PMP, CSM, and ITIL are highly preferred. Travel Requirements
Travel 15-20% of the time. Salary Range
$100,000 – $120,000 USD Position Details
Seniority level: Director Employment type: Full-time Job function: Other Industries: Software Development
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