Harris Computer
Director, Customer Success & Operations
Harris Computer, Oklahoma City, Oklahoma, United States
Overview
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . This role builds and leads the Customer Success team to improve operations, grow programs, retain customers, and increase revenue. You will collaborate with Research & Development, Professional Services, Sales, and executive teams to ensure excellent customer experiences from onboarding through renewal and expansion. What You Will Do
Develop and implement the Customer Success plan with clear steps for welcoming 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 information, create reports, and track key metrics to understand customer health and engagement. Manage key customer accounts and oversee the team as they manage the remaining accounts. Create and deliver training and professional services to encourage additional purchases and strengthen customer relationships. Develop plans to transition customers from one-year contracts to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and continuously improve. Manage 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 in B2B SaaS, including at least 3 years in a senior leadership role. Proven success building and expanding Customer Success programs, improving retention and revenue. Strong CRM skills (HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with project management methodologies (PMP or Agile). Track record of hiring, training, and developing staff for rapid productivity and 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 both team and independent settings. Understanding of connecting data 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. Experience creating effective Customer Success plans and improving renewal rates. Experience improving CRM systems to track new performance measures and automate reports. Ability to translate customer feedback into product and service improvements. Leadership in cross-team projects to increase product adoption and upsell opportunities. Data-driven decision making and a passion for continuous process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
A MBA or relevant master’s degree is preferred; a bachelor’s degree in business, technology, or a related field is required. Certifications like PMP, CSM, and ITIL are highly preferred. Travel Requirements
Expect to travel 15-20% of the time. Salary Range
$100-120K USD
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Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . This role builds and leads the Customer Success team to improve operations, grow programs, retain customers, and increase revenue. You will collaborate with Research & Development, Professional Services, Sales, and executive teams to ensure excellent customer experiences from onboarding through renewal and expansion. What You Will Do
Develop and implement the Customer Success plan with clear steps for welcoming 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 information, create reports, and track key metrics to understand customer health and engagement. Manage key customer accounts and oversee the team as they manage the remaining accounts. Create and deliver training and professional services to encourage additional purchases and strengthen customer relationships. Develop plans to transition customers from one-year contracts to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and continuously improve. Manage 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 in B2B SaaS, including at least 3 years in a senior leadership role. Proven success building and expanding Customer Success programs, improving retention and revenue. Strong CRM skills (HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with project management methodologies (PMP or Agile). Track record of hiring, training, and developing staff for rapid productivity and 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 both team and independent settings. Understanding of connecting data 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. Experience creating effective Customer Success plans and improving renewal rates. Experience improving CRM systems to track new performance measures and automate reports. Ability to translate customer feedback into product and service improvements. Leadership in cross-team projects to increase product adoption and upsell opportunities. Data-driven decision making and a passion for continuous process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
A MBA or relevant master’s degree is preferred; a bachelor’s degree in business, technology, or a related field is required. Certifications like PMP, CSM, and ITIL are highly preferred. Travel Requirements
Expect to travel 15-20% of the time. Salary Range
$100-120K USD
#J-18808-Ljbffr