Manager, Customer Success

Harbor Compliance is a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. The Manager of Customer Success is responsible for owning the end-to-end customer experience, focusing on driving long-term retention and sustainable revenue growth while leading a high-performing team.

Responsibilities:

• Own and drive customer retention and revenue growth by achieving annual and quarterly gross and net retention targets
• Build and sustain a high-performing department through effective recruiting, onboarding, and performance management
• Develop and deliver strategic plans to enhance the overall customer experience, including the creation of a robust feedback loop for Product and Operations teams
• Conduct consistent coaching and professional development, including weekly one-on-one meetings and the facilitation of individual growth plans for all direct reports
• Ensure process predictability and operational excellence by equipping staff with clear policies, procedures, and training resources
• Drive continuous innovation by leveraging technology tools and enablement materials to improve employee efficiency and reduce operational waste
• Lead team alignment and communication through daily huddles and weekly meetings held to established organizational standards
• Execute rigorous performance appraisals and quarterly goal-setting that align individual outcomes with the departmental mission

Requirements:

• 5+ years of professional management experience with a proven history of leading independent contributors
• Demonstrated success in managing Customer Success or Account Management teams in a high-growth environment
• Strong background in developing, monitoring, and managing team performance against KPIs and SLAs
• Professional communication mastery, including the articulate use of syntax and grammar in both oral and written interactions
• High level of computer literacy with proficiency in CRM systems (such as HubSpot or Salesforce), word processing, and video conferencing tools
• Experience teaching or demonstrating software to drive functionality adoption and navigation for internal or external users
• Exceptional organizational skills with the ability to produce clear, error-free documentation and structured strategic plans
• Advanced proficiency in using data and metrics to inform decision-making and measure progress toward complex goals
• Proven ability to navigate and resolve conflicts effectively to optimize outcomes for both the customer and the organization
• Prior exposure to providing business input for technology design and software functionality improvements
• Deep understanding of strategic customer management frameworks and the ability to translate vision into tactical execution