Harbor IT

Customer Success Manager

Harbor IT

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $60,000 - $75,000 per year

About the role

  • 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
  • Collaborate closely with the Account Management team to execute revenue growth initiatives
  • Maintain strong CSAT score by delivering exceptional support and strategic guidance
  • 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)
Benefits
  • Health benefits
  • Flexible paid time off
  • Parental leave
  • Fertility and adoption assistance
  • 401(k)
  • Educational reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementretention strategiesupsellingcross-sellingproblem-solvingde-escalation tactics
Soft Skills
interpersonal skillscommunication skillsrelationship-buildingemotional intelligence