Harbor IT

Manager, Customer Success

Harbor IT

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $88,013 - $125,732 per year

About the role

  • 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
  • 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.
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 retentionrevenue growthperformance managementKPI managementSLA managementstrategic planningcoachingprofessional developmentprocess predictabilityoperational excellence
Soft Skills
leadershipcommunication masteryorganizational skillsteam alignmentinnovationcoachingperformance appraisalgoal-settingfeedback facilitationemployee efficiency