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 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 revenue more stable. Collaborate with different teams to identify and fix process issues, always seeking improvements. Manage budget planning, staffing needs, and report to the executive team on Customer Success performance and value delivered. What We Are Looking For
Over 10 years of growth 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 expanding them to increase customer retention and revenue. Strong skills in 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 quickly become productive and stay with the company. Excellent strategic thinking, problem-solving, and clear communication. Experience managing a multi-million-dollar portfolio, including forecasting and reporting to executive leaders. Proficiency in SQL is a significant advantage. Strong verbal and written communication skills; ability to work well both collaboratively and independently. Understanding of connecting different 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 customer 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
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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 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 revenue more stable. Collaborate with different teams to identify and fix process issues, always seeking improvements. Manage budget planning, staffing needs, and report to the executive team on Customer Success performance and value delivered. What We Are Looking For
Over 10 years of growth 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 expanding them to increase customer retention and revenue. Strong skills in 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 quickly become productive and stay with the company. Excellent strategic thinking, problem-solving, and clear communication. Experience managing a multi-million-dollar portfolio, including forecasting and reporting to executive leaders. Proficiency in SQL is a significant advantage. Strong verbal and written communication skills; ability to work well both collaboratively and independently. Understanding of connecting different 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 customer 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
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