Harris Computer
Overview
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . This role focuses on building and leading the Customer Success team to improve operations, grow programs that help retain customers and increase revenue, and 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, 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 ways of working and set measurable goals. Set up and improve data collection, reporting, and tracking of key metrics to understand customer health and engagement. Manage key customer accounts and oversee the team as they manage the remaining customer portfolio. Create and deliver training and professional services that encourage upsell and help retain business. Develop and implement plans to move customers from one-year to multi-year contracts to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and drive continuous improvement. Manage budgeting, staffing, and report to the executive team on Customer Success performance and value delivered. What We Are Looking For
Over 10 years of experience in Customer Success, Program Management, or Professional Services in B2B SaaS, including at least 3 years in a senior leadership role. Proven success in building Customer Success programs from inception to growth, increasing customer retention and revenue. Strong CRM proficiency (HubSpot, Salesforce) and data analysis skills (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with project management methods (PMP or Agile). Track record of hiring, training, and developing staff to high performance and retention. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and reporting to executives. SQL proficiency is a significant advantage. Strong verbal and written communication; ability to work well both collaboratively 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 CRMs to track new performance measures and automate reports. Ability to translate customer feedback into product and service improvements. Demonstrated leadership in cross-team projects to drive product adoption and upsell. Data-driven decision-making and process improvement mindset. Location
This is a fully remote position, open to candidates anywhere in the US. Education & Certifications
An 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 Referrals increase your chances of interviewing at Harris Computer by 2x. Get notified about new Director of Customer Success jobs in
Nevada, United States .
#J-18808-Ljbffr
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . This role focuses on building and leading the Customer Success team to improve operations, grow programs that help retain customers and increase revenue, and 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, 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 ways of working and set measurable goals. Set up and improve data collection, reporting, and tracking of key metrics to understand customer health and engagement. Manage key customer accounts and oversee the team as they manage the remaining customer portfolio. Create and deliver training and professional services that encourage upsell and help retain business. Develop and implement plans to move customers from one-year to multi-year contracts to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and drive continuous improvement. Manage budgeting, staffing, and report to the executive team on Customer Success performance and value delivered. What We Are Looking For
Over 10 years of experience in Customer Success, Program Management, or Professional Services in B2B SaaS, including at least 3 years in a senior leadership role. Proven success in building Customer Success programs from inception to growth, increasing customer retention and revenue. Strong CRM proficiency (HubSpot, Salesforce) and data analysis skills (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with project management methods (PMP or Agile). Track record of hiring, training, and developing staff to high performance and retention. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and reporting to executives. SQL proficiency is a significant advantage. Strong verbal and written communication; ability to work well both collaboratively 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 CRMs to track new performance measures and automate reports. Ability to translate customer feedback into product and service improvements. Demonstrated leadership in cross-team projects to drive product adoption and upsell. Data-driven decision-making and process improvement mindset. Location
This is a fully remote position, open to candidates anywhere in the US. Education & Certifications
An 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 Referrals increase your chances of interviewing at Harris Computer by 2x. Get notified about new Director of Customer Success jobs in
Nevada, United States .
#J-18808-Ljbffr