Harris Computer
Overview
Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . You will build and lead our Customer Success team to improve how we work, grow programs that help us keep customers, and increase revenue. You will collaborate with Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from onboarding through renewal and expansion. What You Will Do
Develop and implement our 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 important customer accounts directly and oversee the team as they manage the remaining accounts. Create and deliver training and professional services to encourage customer growth and retention. Develop and implement plans to move customers from one-year contracts to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and continuously improve operations. Manage budget planning, staffing needs, and report to the executive team on Customer Success performance and value delivered. What We Are Looking For
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 building Customer Success programs from the ground up, driving retention and revenue growth. Strong CRM experience (e.g., HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); knowledge of project management methods (PMP or Agile). Track record hiring, training, and developing staff; ability to onboard and retain talent. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and executive-level reporting. SQL proficiency is a significant advantage. Strong verbal and written communication; ability to work well both in a team 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. History of creating effective Customer Success plans and improving renewal rates. Experience improving CRM data tracking and automating reports. Ability to translate customer feedback into product and service improvements. Demonstrated leadership in cross-team projects that improve product usage and up-sell opportunities. Data-driven mindset and commitment to 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 Industries
Software Development
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Join to apply for the
Director, Customer Success & Operations
role at
Harris Computer . You will build and lead our Customer Success team to improve how we work, grow programs that help us keep customers, and increase revenue. You will collaborate with Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from onboarding through renewal and expansion. What You Will Do
Develop and implement our 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 important customer accounts directly and oversee the team as they manage the remaining accounts. Create and deliver training and professional services to encourage customer growth and retention. Develop and implement plans to move customers from one-year contracts to multi-year agreements to stabilize revenue. Collaborate with cross-functional teams to identify and fix process issues and continuously improve operations. Manage budget planning, staffing needs, and report to the executive team on Customer Success performance and value delivered. What We Are Looking For
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 building Customer Success programs from the ground up, driving retention and revenue growth. Strong CRM experience (e.g., HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); knowledge of project management methods (PMP or Agile). Track record hiring, training, and developing staff; ability to onboard and retain talent. Excellent strategic thinking, problem-solving, and communication skills. Experience managing a multi-million-dollar portfolio with forecasting and executive-level reporting. SQL proficiency is a significant advantage. Strong verbal and written communication; ability to work well both in a team 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. History of creating effective Customer Success plans and improving renewal rates. Experience improving CRM data tracking and automating reports. Ability to translate customer feedback into product and service improvements. Demonstrated leadership in cross-team projects that improve product usage and up-sell opportunities. Data-driven mindset and commitment to 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 Industries
Software Development
#J-18808-Ljbffr