Job Details

Overview

Join to apply for the Director, Customer Success & Operations role at Harris Computer.

This role builds and leads the Customer Success team to improve operations, grow programs, retain customers, and increase revenue. You will collaborate with Research & Development, Professional Services, Sales, and executive teams to ensure excellent customer experiences from onboarding through renewal and expansion.

What You Will Do

• Develop and implement the Customer Success plan with clear steps for welcoming new customers, helping them use our products, and managing renewals.
• Build, guide, and support a team of Customer Success Managers and Support Staff; establish standard operating procedures and measurable goals.
• Set up and improve how we collect customer information, create reports, and track key metrics to understand customer health and engagement.
• Manage key customer accounts and oversee the team as they manage the remaining accounts.
• Create and deliver training and professional services to encourage additional purchases and strengthen customer relationships.
• Develop plans to transition customers from one-year contracts to multi-year agreements to stabilize revenue.
• Collaborate with cross-functional teams to identify and fix process issues and continuously improve.
• Manage budget planning, staffing needs, and report to the executive team on Customer Success performance and value.

What We Are Looking For

• 10+ years of growth experience in Customer Success, Program Management, or Professional Services in B2B SaaS, including at least 3 years in a senior leadership role.
• Proven success building and expanding Customer Success programs, improving retention and revenue.
• Strong CRM skills (HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with project management methodologies (PMP or Agile).
• Track record of hiring, training, and developing staff for rapid productivity and retention.
• Excellent strategic thinking, problem-solving, and clear communication.
• Experience managing a multi-million-dollar portfolio with forecasting and executive reporting.
• SQL proficiency is a significant advantage; strong verbal and written communication; ability to work well in both team and independent settings.
• Understanding of connecting data systems using tools like Microsoft SSIS, AWS Glue/Databrew, Python, or similar.

What Will Help You Stand Out

• Interest in Education and Education Technology, especially with government or public sector clients.
• Experience creating effective Customer Success plans and improving renewal rates.
• Experience improving CRM systems to track new performance measures and automate reports.
• Ability to translate customer feedback into product and service improvements.
• Leadership in cross-team projects to increase product adoption and upsell opportunities.
• Data-driven decision making and a passion for continuous process improvement.

Location

• Fully remote position, open to candidates anywhere in the US.

Education & Certifications

• A MBA or relevant master's degree is preferred; a bachelor's degree in business, technology, or a related field is required.
• Certifications like PMP, CSM, and ITIL are highly preferred.

Travel Requirements

• Expect to travel 15-20% of the time.

Salary Range

• $100-120K USD