HarborLab

Customer Success Manager

• Own the ongoing relationship with a portfolio of customers after onboarding, acting as their primary point of contact.
• Support customers in achieving their goals by guiding adoption and effective use of HarborLab over time.
• Build strong, trust-based relationships with customer stakeholders through regular engagement and understanding of their needs.
• Maintain awareness of customer usage, engagement, and overall health to identify risks and opportunities early.
• Support customer growth by identifying ways HarborLab can deliver additional value as customer needs evolve.
• Contribute to customer advocacy by capturing feedback, learnings, and success stories as customers realize value.
• Work closely with internal teams to ensure customer needs are understood and addressed as the product and services evolve.