Customer Success Manager

Harbor Compliance is a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. As a Customer Success Manager, you will ensure the satisfaction, retention, and expansion of key customer accounts while acting as a trusted advisor and problem-solver to foster customer loyalty and drive long-term success.

Responsibilities:

• Maintain a gross retention rate of 90% or higher for assigned accounts
• Identify and address at-risk customers through proactive engagement and personalized strategies
• Conduct regular check-ins and business reviews to assess satisfaction and ensure alignment with customer goals
• Achieve a strong net retention rate by identifying opportunities for upselling and cross-selling
• Leverage a deep understanding of customer objectives and usage patterns to promote additional services
• Collaborate closely with the Account Management team to execute revenue growth initiatives
• Maintain strong CSAT score by delivering exceptional support and strategic guidance
• Connect customers to relevant resources and referral partners as needed
• Provide actionable feedback to internal teams to enhance the customer experience
• Handle escalations with expert-level problem-solving and retention strategies

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a client-facing role in a B2B environment
• Proven track record of meeting or exceeding retention and satisfaction goals
• Strong interpersonal, communication, and relationship-building skills
• High emotional intelligence and proficiency in de-escalation tactics
• Ability to understand customer pain points and align them with solutions
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)