Harris Computer
Director, Customer Success & Operations
Harris Computer, Saint Paul, Minnesota, United States
Overview
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . As our Director of Customer Success & Operations, you will build and lead our Customer Success team. Your main goal will be to improve how we work and grow programs that help us keep customers and increase our revenue. You will work closely with our Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from the start, when they renew, and when they buy more. This will help them get the most value from our products and services, and keep our business strong.
What You Will Do
Develop and put into action our Customer Success plan, including 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 ways of working and set goals to measure success.
Set up and improve how we collect customer information, create reports, and track key metrics to understand customer health and engagement.
Manage important customer accounts personally, and oversee your team as they manage all other customers.
Create and deliver training and professional services to encourage customers to buy more and help us retain their business.
Develop and implement plans to move customers from one-year contracts to multi-year agreements, stabilizing revenue.
Collaborate with cross-functional teams to identify and fix process issues and continuously improve.
Manage budget planning, staffing, and report to the executive team on the performance and value of Customer Success.
What We Are Looking For
Over 10 years of growing experience in Customer Success, Program Management, or Professional Services, specifically with B2B SaaS companies, including at least 3 years in a senior leadership role.
Proven success in building Customer Success programs from the ground up, growing them, and increasing customer retention and revenue.
Strong skills with CRM systems (e.g., HubSpot, Salesforce) and data analysis tools (MS Power BI, AWS QuickSight, Tableau, SQL). Knowledge of project management methods (PMP or Agile).
Track record of hiring, training, and developing staff to become productive quickly and stay with the company.
Excellent strategic thinking, problem-solving, and clear communication.
Experience managing a multi-million-dollar portfolio with forecasting and reporting to executives.
Proficiency in SQL is a significant advantage.
Strong verbal and written communication skills and the ability to work well both 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
Strong 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 improving CRM systems to track new performance measures and automate reports.
Ability to translate customer feedback into product and service improvements.
Demonstrated leadership in cross-functional projects to help customers use our products more and buy additional services.
Passion for using data to drive decisions and continuously improve processes.
Location This is a fully remote position, open to candidates anywhere in the US.
Education & Certifications
An MBA or a 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
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . As our Director of Customer Success & Operations, you will build and lead our Customer Success team. Your main goal will be to improve how we work and grow programs that help us keep customers and increase our revenue. You will work closely with our Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from the start, when they renew, and when they buy more. This will help them get the most value from our products and services, and keep our business strong.
What You Will Do
Develop and put into action our Customer Success plan, including 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 ways of working and set goals to measure success.
Set up and improve how we collect customer information, create reports, and track key metrics to understand customer health and engagement.
Manage important customer accounts personally, and oversee your team as they manage all other customers.
Create and deliver training and professional services to encourage customers to buy more and help us retain their business.
Develop and implement plans to move customers from one-year contracts to multi-year agreements, stabilizing revenue.
Collaborate with cross-functional teams to identify and fix process issues and continuously improve.
Manage budget planning, staffing, and report to the executive team on the performance and value of Customer Success.
What We Are Looking For
Over 10 years of growing experience in Customer Success, Program Management, or Professional Services, specifically with B2B SaaS companies, including at least 3 years in a senior leadership role.
Proven success in building Customer Success programs from the ground up, growing them, and increasing customer retention and revenue.
Strong skills with CRM systems (e.g., HubSpot, Salesforce) and data analysis tools (MS Power BI, AWS QuickSight, Tableau, SQL). Knowledge of project management methods (PMP or Agile).
Track record of hiring, training, and developing staff to become productive quickly and stay with the company.
Excellent strategic thinking, problem-solving, and clear communication.
Experience managing a multi-million-dollar portfolio with forecasting and reporting to executives.
Proficiency in SQL is a significant advantage.
Strong verbal and written communication skills and the ability to work well both 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
Strong 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 improving CRM systems to track new performance measures and automate reports.
Ability to translate customer feedback into product and service improvements.
Demonstrated leadership in cross-functional projects to help customers use our products more and buy additional services.
Passion for using data to drive decisions and continuously improve processes.
Location This is a fully remote position, open to candidates anywhere in the US.
Education & Certifications
An MBA or a 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