Job Details

Overview

Director, Customer Success & Operations at Harris Computer. Build and lead the Customer Success team to improve operations, grow programs, and increase revenue. Work closely 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, including onboarding 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 ways of working and set 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 remaining accounts.
• Create and deliver training and professional services to encourage customer growth and retention.
• Develop plans to convert one-year contracts to multi-year agreements to stabilize revenue.
• Collaborate with cross-functional teams to identify and fix process issues and drive continuous improvement.
• 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 experience in Customer Success, Program Management, or Professional Services within B2B SaaS, including at least 3 years in a senior leadership role.
• Proven success in building Customer Success programs from the ground up and driving retention and revenue growth.
• Strong CRM experience (HubSpot, Salesforce) and data tools (MS Power BI, AWS QuickSight, Tableau, SQL); familiarity with PMP or Agile project management.
• Track record of hiring, training, and developing staff for rapid productivity and retention.
• Excellent strategic thinking, problem-solving, and communication skills.
• Experience managing a multi-million-dollar portfolio with forecasting and executive reporting.
• SQL proficiency is an advantage; strong verbal and written communication; ability to work well both in teams and independently.
• Experience integrating data across 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.
• Track record of creating effective Customer Success plans and improving renewal rates.
• Experience improving CRM to track new performance measures and automate reports.
• Ability to translate customer feedback into product and service improvements.
• Leadership in cross-functional initiatives to improve product usage and drive additional sales.
• Data-driven mindset and passion for continuous process improvement.

Location

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

Education & Certifications

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

Travel Requirements

Expect to travel 15-20% of the time.

Salary Range

$100,000-$120,000 USD