Harris Computer
Director, Customer Success & Operations
Harris Computer, Columbia, South Carolina, United States
Overview
Director, Customer Success & Operations at Harris Computer. Build and lead the Customer Success team to improve operations, grow programs, and increase revenue. Work closely 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 how we collect customer information, create reports, and track key metrics to understand customer health and engagement. Manage key customer accounts and oversee the team as they manage remaining accounts. Create and deliver training and professional services to encourage customer growth and retention. Develop plans to convert one-year contracts to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and drive continuous improvement. Manage budget planning, staffing needs, 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 in building Customer Success programs from the ground up and driving retention and revenue growth. Strong CRM experience (HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with PMP or Agile project management. Track record of hiring, training, and developing staff for rapid productivity and retention. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and executive reporting. SQL proficiency is an advantage; strong verbal and written communication; ability to work well both in teams and independently. Experience integrating data 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. Track record of creating effective Customer Success plans and improving renewal rates. Experience improving CRM to track new performance measures and automate reports. Ability to translate customer feedback into product and service improvements. Leadership in cross-functional initiatives to improve product usage and drive additional sales. Data-driven mindset and passion for continuous process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or relevant master’s degree preferred; bachelor’s degree in business, technology, or related field required. Certifications such as PMP, CSM, and ITIL are highly preferred. Travel Requirements
Expect to travel 15-20% of the time. Salary Range
$100,000-$120,000 USD
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Director, Customer Success & Operations at Harris Computer. Build and lead the Customer Success team to improve operations, grow programs, and increase revenue. Work closely 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 how we collect customer information, create reports, and track key metrics to understand customer health and engagement. Manage key customer accounts and oversee the team as they manage remaining accounts. Create and deliver training and professional services to encourage customer growth and retention. Develop plans to convert one-year contracts to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and drive continuous improvement. Manage budget planning, staffing needs, 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 in building Customer Success programs from the ground up and driving retention and revenue growth. Strong CRM experience (HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with PMP or Agile project management. Track record of hiring, training, and developing staff for rapid productivity and retention. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and executive reporting. SQL proficiency is an advantage; strong verbal and written communication; ability to work well both in teams and independently. Experience integrating data 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. Track record of creating effective Customer Success plans and improving renewal rates. Experience improving CRM to track new performance measures and automate reports. Ability to translate customer feedback into product and service improvements. Leadership in cross-functional initiatives to improve product usage and drive additional sales. Data-driven mindset and passion for continuous process improvement. Location
Fully remote position, open to candidates anywhere in the US. Education & Certifications
MBA or relevant master’s degree preferred; bachelor’s degree in business, technology, or related field required. Certifications such as PMP, CSM, and ITIL are highly preferred. Travel Requirements
Expect to travel 15-20% of the time. Salary Range
$100,000-$120,000 USD
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