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, improving processes, growing programs to 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, including onboarding new customers, helping them use products, and managing renewals. Build, guide, and support a team of Customer Success Managers and Support Staff. Establish standard operating procedures and set 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 directly and oversee the team as they manage all other customers. Create and deliver training and professional services that encourage customer growth and retention. Develop plans to transition customers from one-year to multi-year contracts to stabilize revenue. Collaborate with cross-functional teams to identify and fix process gaps and continuously improve. Oversee budget planning, staffing needs, and report to the executive team on Customer Success performance and value. What We Are Looking For
Over 10 years of experience in Customer Success, Program Management, or Professional Services at B2B SaaS companies, 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, Salesforce) and data skills with tools such as MS Power BI, AWS QuickSight, Tableau, SQL; familiarity with PMP or Agile project management. Experience hiring, training, and developing staff to high performance and long-term retention. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and executive reporting. Proficiency in SQL is a significant advantage. Strong verbal and written communication; ability to work well in teams and independently. Understanding of data system integration 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 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-team projects to increase product adoption and upsells. Passion for using data to drive decisions and continuous process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or a relevant master’s degree is preferred; bachelor’s degree in business, technology, or related field is required. Certifications such as 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 . This role focuses on building and leading the Customer Success team, improving processes, growing programs to 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, including onboarding new customers, helping them use products, and managing renewals. Build, guide, and support a team of Customer Success Managers and Support Staff. Establish standard operating procedures and set 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 directly and oversee the team as they manage all other customers. Create and deliver training and professional services that encourage customer growth and retention. Develop plans to transition customers from one-year to multi-year contracts to stabilize revenue. Collaborate with cross-functional teams to identify and fix process gaps and continuously improve. Oversee budget planning, staffing needs, and report to the executive team on Customer Success performance and value. What We Are Looking For
Over 10 years of experience in Customer Success, Program Management, or Professional Services at B2B SaaS companies, 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, Salesforce) and data skills with tools such as MS Power BI, AWS QuickSight, Tableau, SQL; familiarity with PMP or Agile project management. Experience hiring, training, and developing staff to high performance and long-term retention. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and executive reporting. Proficiency in SQL is a significant advantage. Strong verbal and written communication; ability to work well in teams and independently. Understanding of data system integration 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 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-team projects to increase product adoption and upsells. Passion for using data to drive decisions and continuous process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or a relevant master’s degree is preferred; bachelor’s degree in business, technology, or related field is required. Certifications such as 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