Harris Computer
Director, Customer Success & Operations
Harris Computer, Iowa, Louisiana, United States, 70647
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Director, Customer Success & Operations
role at
Harris Computer 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 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. You will 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 put in place 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.
Proficiency with CRM systems (e.g., HubSpot, Salesforce) and data analysis tools (Power BI, AWS QuickSight, Tableau, SQL).
Strong project management understanding (PMP or Agile).
Experience hiring, training, and developing staff to become productive quickly.
What We Are Looking For
Over 10 years of growing experience in Customer Success, Program Management, or Professional Services in B2B SaaS, including at least 3 years in a senior leadership role.
Proven success in building Customer Success programs from the ground up and growing them to increase retention and revenue.
Experience with CRM systems (HubSpot, Salesforce) and data tools (Power BI, AWS QuickSight, Tableau, SQL); familiarity with PMP or Agile.
Track record of hiring, training, and developing staff who stay with the company.
Excellent strategic thinking, problem-solving, and clear communication.
Experience managing a multi-million-dollar portfolio, including forecasting and executive reporting.
SQL proficiency is a plus.
Strong verbal and written communication skills; ability to work well in a team and independently.
Understanding of integrating data systems using tools like 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 systems to track new performance measures and automate reports.
Ability to turn customer feedback into product and service improvements.
Leadership in cross-team projects to help customers use our products more and buy additional services.
Data-driven decision making and a passion for 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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Director, Customer Success & Operations
role at
Harris Computer 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 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. You will 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 put in place 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.
Proficiency with CRM systems (e.g., HubSpot, Salesforce) and data analysis tools (Power BI, AWS QuickSight, Tableau, SQL).
Strong project management understanding (PMP or Agile).
Experience hiring, training, and developing staff to become productive quickly.
What We Are Looking For
Over 10 years of growing experience in Customer Success, Program Management, or Professional Services in B2B SaaS, including at least 3 years in a senior leadership role.
Proven success in building Customer Success programs from the ground up and growing them to increase retention and revenue.
Experience with CRM systems (HubSpot, Salesforce) and data tools (Power BI, AWS QuickSight, Tableau, SQL); familiarity with PMP or Agile.
Track record of hiring, training, and developing staff who stay with the company.
Excellent strategic thinking, problem-solving, and clear communication.
Experience managing a multi-million-dollar portfolio, including forecasting and executive reporting.
SQL proficiency is a plus.
Strong verbal and written communication skills; ability to work well in a team and independently.
Understanding of integrating data systems using tools like 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 systems to track new performance measures and automate reports.
Ability to turn customer feedback into product and service improvements.
Leadership in cross-team projects to help customers use our products more and buy additional services.
Data-driven decision making and a passion for 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
Referrals increase your chances of interviewing at Harris Computer by 2x
Sign in to set job alerts for “Director of Customer Success” roles.
#J-18808-Ljbffr