Harris Computer
Overview
As our Director of Customer Success & Operations, you will build and lead our Customer Success team. Your main goal will be to improve how we work and grow programs that help us keep customers and increase our revenue. You will work closely with our Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from the start, when they renew, and when they buy more. This will help them get the most value from our products and services, and keep our business strong. What You Will Do
Develop and implement 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 personally, 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. Work with different teams to find and fix problems in our processes, always looking for ways to improve. Manage budget planning, staffing needs, and report to our executive team on how Customer Success is performing and the value it brings. What We Are Looking For
Over 10 years of 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 growing them, leading to increased customer retention and revenue. Strong skills in using CRM systems like HubSpot or Salesforce, and data analysis tools such as Power BI, AWS QuickSight, Tableau, and SQL. Familiarity with project‑management methods like PMP or Agile. A track record of hiring, training, and developing staff, helping them become productive quickly and stay with the company longer. Excellent strategic thinking, problem‑solving, and communication skills. 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 with a team and independently. Understanding of data integration tools such as Microsoft SSIS, AWS Glue/Databrew, Python, or similar. What Will Help You Stand Out
A strong 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 turn customer feedback into ideas for better products and services. Demonstrated leadership in cross‑functional projects that help customers use our products more and purchase additional services. Passion for using data to make decisions and continuously improve processes. Location
This is a fully remote position, open to candidates anywhere in the United States. 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 such as 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 Industry
Software Development
#J-18808-Ljbffr
As our Director of Customer Success & Operations, you will build and lead our Customer Success team. Your main goal will be to improve how we work and grow programs that help us keep customers and increase our revenue. You will work closely with our Research & Development, Professional Services, Sales, and executive teams to ensure customers have excellent experiences from the start, when they renew, and when they buy more. This will help them get the most value from our products and services, and keep our business strong. What You Will Do
Develop and implement 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 personally, 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. Work with different teams to find and fix problems in our processes, always looking for ways to improve. Manage budget planning, staffing needs, and report to our executive team on how Customer Success is performing and the value it brings. What We Are Looking For
Over 10 years of 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 growing them, leading to increased customer retention and revenue. Strong skills in using CRM systems like HubSpot or Salesforce, and data analysis tools such as Power BI, AWS QuickSight, Tableau, and SQL. Familiarity with project‑management methods like PMP or Agile. A track record of hiring, training, and developing staff, helping them become productive quickly and stay with the company longer. Excellent strategic thinking, problem‑solving, and communication skills. 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 with a team and independently. Understanding of data integration tools such as Microsoft SSIS, AWS Glue/Databrew, Python, or similar. What Will Help You Stand Out
A strong 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 turn customer feedback into ideas for better products and services. Demonstrated leadership in cross‑functional projects that help customers use our products more and purchase additional services. Passion for using data to make decisions and continuously improve processes. Location
This is a fully remote position, open to candidates anywhere in the United States. 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 such as 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 Industry
Software Development
#J-18808-Ljbffr