Harris Computer
Overview
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . 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. Create standard ways of working and set goals to measure their success. Set up and improve how we collect customer information, create reports, and track key measures to understand how customers are doing and how engaged they are. Manage important customer accounts yourself, and oversee your team as they manage all other customers. Create and deliver training and professional services that encourage customers to buy more and help us keep their business. Develop and implement plans to help customers move from one-year contracts to multi-year agreements, making our revenue more stable. Collaborate with different teams to identify and fix process problems and continuously improve. Manage budget planning, staffing needs, and report to the executive team on how Customer Success is performing and the value it brings. 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 and driving retention and revenue growth. Strong skills in CRM systems (HubSpot or Salesforce) and data analysis tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with PMP or Agile project management. Track record of hiring, training, and developing staff to productivity and retention. 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; ability to work well in a team and independently. 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. History of creating effective Customer Success plans and improving renewal rates. Experience enhancing 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 usage and upsell services. Passion for using data to drive decisions and continuous process improvement. 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 Seniority level
Director Employment type
Full-time Job function
Other Software Development
#J-18808-Ljbffr
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . 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. Create standard ways of working and set goals to measure their success. Set up and improve how we collect customer information, create reports, and track key measures to understand how customers are doing and how engaged they are. Manage important customer accounts yourself, and oversee your team as they manage all other customers. Create and deliver training and professional services that encourage customers to buy more and help us keep their business. Develop and implement plans to help customers move from one-year contracts to multi-year agreements, making our revenue more stable. Collaborate with different teams to identify and fix process problems and continuously improve. Manage budget planning, staffing needs, and report to the executive team on how Customer Success is performing and the value it brings. 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 and driving retention and revenue growth. Strong skills in CRM systems (HubSpot or Salesforce) and data analysis tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with PMP or Agile project management. Track record of hiring, training, and developing staff to productivity and retention. 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; ability to work well in a team and independently. 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. History of creating effective Customer Success plans and improving renewal rates. Experience enhancing 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 usage and upsell services. Passion for using data to drive decisions and continuous process improvement. 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 Seniority level
Director Employment type
Full-time Job function
Other Software Development
#J-18808-Ljbffr