Harris Computer
Director, Customer Success & Operations
Harris Computer, Los Angeles, California, United States
Overview
Director, Customer Success & Operations at Harris Computer. You will build and lead the Customer Success team and partner 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, guiding product usage, and managing renewals. Build, lead, and mentor a team of Customer Success Managers and Support Staff; establish standard ways of working and set measurable goals. Set up and improve processes to collect customer data, generate reports, and track key metrics to gauge customer health and engagement. Directly manage key customer accounts and oversee the team in handling the broader customer portfolio. Create and deliver training and professional services that encourage renewals and additional purchases. 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, driving continuous improvement. Manage budget planning, staffing, and report to the executive team on Customer Success performance and value. What We Are Looking For
10+ years of experience in Customer Success, Program Management, or Professional Services within B2B SaaS, including at least 3 years in a senior leadership role. Proven success building Customer Success programs from inception and scaling them to drive retention and revenue. Strong CRM experience (e.g., HubSpot, Salesforce) and data analysis skills using tools such as Power BI, AWS QuickSight, Tableau, and SQL; familiarity with PMP or Agile project management. Record of hiring, training, and developing staff to high performance and retention. Strategic thinking, problem-solving, and clear written and verbal communication. Experience managing a multi-million-dollar portfolio with forecasting and executive-level reporting. SQL proficiency is a significant advantage; ability to connect data across systems using tools like 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. Ability to optimize CRM systems to track new performance metrics and automate reports. Skill in turning customer feedback into product and service improvements. Demonstrated leadership in cross-functional projects to maximize product usage and expand services. Data-driven mindset and a passion for process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or a relevant master’s degree is preferred; a bachelor’s in business, technology, or a 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 Job Function & Industry
Job function: Other Industry: Software Development
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Director, Customer Success & Operations at Harris Computer. You will build and lead the Customer Success team and partner 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, guiding product usage, and managing renewals. Build, lead, and mentor a team of Customer Success Managers and Support Staff; establish standard ways of working and set measurable goals. Set up and improve processes to collect customer data, generate reports, and track key metrics to gauge customer health and engagement. Directly manage key customer accounts and oversee the team in handling the broader customer portfolio. Create and deliver training and professional services that encourage renewals and additional purchases. 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, driving continuous improvement. Manage budget planning, staffing, and report to the executive team on Customer Success performance and value. What We Are Looking For
10+ years of experience in Customer Success, Program Management, or Professional Services within B2B SaaS, including at least 3 years in a senior leadership role. Proven success building Customer Success programs from inception and scaling them to drive retention and revenue. Strong CRM experience (e.g., HubSpot, Salesforce) and data analysis skills using tools such as Power BI, AWS QuickSight, Tableau, and SQL; familiarity with PMP or Agile project management. Record of hiring, training, and developing staff to high performance and retention. Strategic thinking, problem-solving, and clear written and verbal communication. Experience managing a multi-million-dollar portfolio with forecasting and executive-level reporting. SQL proficiency is a significant advantage; ability to connect data across systems using tools like 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. Ability to optimize CRM systems to track new performance metrics and automate reports. Skill in turning customer feedback into product and service improvements. Demonstrated leadership in cross-functional projects to maximize product usage and expand services. Data-driven mindset and a passion for process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or a relevant master’s degree is preferred; a bachelor’s in business, technology, or a 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 Job Function & Industry
Job function: Other Industry: Software Development
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