As the Director of Customer Success at Harbor Compliance, your core strategic objective is to deliver the post-commitment portion of the client experience in alignment with our strategic goals: high growth and the ability to scale. You must have a proven track record in growth-stage companies. In this pivotal role, you will lead the development of our customer success function, implementing the right tools and strategies to drive gross retention, net retention, customer success, and support our ambitious growth objectives.
Key Responsibilities:
- Success will be measured by driving Gross Retention and Net Retention.
- Service excellence: Establish and uphold high standards for Net Promoter Score (NPS), Client Satisfaction (CSAT), and Service Level Agreements (SLAs) that enhance client communication and satisfaction positioning Harbor Compliance as a leader in client success.
Client Experience Improvement: Design and implement strategic initiatives aimed at elevating client experiences and optimizing operational efficiency fostering a culture of innovation and continuous improvement.
Team Management: Oversee a multi-tiered team structure, including Client Service Associates handling transactional inquiries, Client Success Managers managing large account onboarding and project management, Onboarding Specialists ensuring rapid client success, and Team Leads supporting CSMs and CSAs.
Voice of the Customer: Represent and integrate the voice of the customer into cross-functional processes, collaborating closely with departments such as Product, Operations, Engineering, Sales, and Finance.
Qualifications:
Experience: Leadership experience in Customer Success within a growth stage company.
Ownership: Carried gross retention, net retention, or similar core metrics (e.g. quota) for a client experience team with middle management.
Performance Management: Proven success in managing high-performing teams and consistently meeting key performance metrics and SLAs for diverse client segments.
Preferred Qualifications:
B2B preferred, technology company with a SaaS product.
Experience or passion in the future of CX driven by tech, including AI.
Experience building customer success organizations for scale and growth with well-defined metrics.
