Harris Computer
Director, Customer Success & Operations
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.
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 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.
What We Are Looking For
Over 10 years of growing experience in Customer Success, Program Management, or Professional Services, specifically with B2B SaaS companies, and at least 3 years in a senior leadership role.
Proven success in building Customer Success programs from the ground up and helping them grow, 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, QuickSight, Tableau, and SQL; proficient with PMP or Agile methodologies.
A track record of successfully hiring, training, and developing staff, helping them become productive quickly and stay with the company longer.
Excellent strategic thinking, problem‑solving skills, 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 with a team and independently.
Understanding of data integration tools (e.g., SSIS, Glue, Databrew, Python) to connect different data systems.
What Will Help You Stand Out
A strong interest in Education and Education Technology, especially if you have worked with government or public sector clients.
A history of creating effective Customer Success plans and improving customer renewal rates.
Experience improving CRM systems to track performance metrics and automate reports.
Ability to turn customer feedback into ideas for better products and services.
Demonstrated leadership in projects that involve cross‑functional teams to help customers use our products more and buy additional services.
A passion for data‑driven decision making and continuous process improvement.
Location
This is a fully remote position, open to candidates anywhere in the US.
Education & Certifications
Preferred: MBA or relevant master’s degree; required: bachelor’s degree in business, technology, or related field.
Certifications such as PMP, CSM, ITIL are highly preferred.
Travel Requirements
Expect to travel 15‑20% of the time.
Salary Range
$100‑120K USD
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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.
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 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.
What We Are Looking For
Over 10 years of growing experience in Customer Success, Program Management, or Professional Services, specifically with B2B SaaS companies, and at least 3 years in a senior leadership role.
Proven success in building Customer Success programs from the ground up and helping them grow, 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, QuickSight, Tableau, and SQL; proficient with PMP or Agile methodologies.
A track record of successfully hiring, training, and developing staff, helping them become productive quickly and stay with the company longer.
Excellent strategic thinking, problem‑solving skills, 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 with a team and independently.
Understanding of data integration tools (e.g., SSIS, Glue, Databrew, Python) to connect different data systems.
What Will Help You Stand Out
A strong interest in Education and Education Technology, especially if you have worked with government or public sector clients.
A history of creating effective Customer Success plans and improving customer renewal rates.
Experience improving CRM systems to track performance metrics and automate reports.
Ability to turn customer feedback into ideas for better products and services.
Demonstrated leadership in projects that involve cross‑functional teams to help customers use our products more and buy additional services.
A passion for data‑driven decision making and continuous process improvement.
Location
This is a fully remote position, open to candidates anywhere in the US.
Education & Certifications
Preferred: MBA or relevant master’s degree; required: bachelor’s degree in business, technology, or related field.
Certifications such as PMP, CSM, ITIL are highly preferred.
Travel Requirements
Expect to travel 15‑20% of the time.
Salary Range
$100‑120K USD
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