Customer Success Manager

Harbor Compliance

17d•$60,000 - $75,000

About The Position

As a Customer Success Manager, you will play a mission-critical role in ensuring the satisfaction, retention, and expansion of key customer accounts. You will act as a trusted advisor, advocate, and problem-solver—ensuring our clients derive maximum value from our services. Through proactive engagement and strategic relationship management, you will foster customer loyalty and drive long-term success for both the client and Harbor Compliance.

Requirements

3+ years of experience in Customer Success, Account Management, or a client-facing role in a B2B environment.
Proven track record of meeting or exceeding retention and satisfaction goals.
Strong interpersonal, communication, and relationship-building skills.
High emotional intelligence and proficiency in de-escalation tactics.
Ability to understand customer pain points and align them with solutions.
Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).

Responsibilities

Customer Retention
Maintain a gross retention rate of 90% or higher for assigned accounts.
Identify and address at-risk customers through proactive engagement and personalized strategies.
Conduct regular check-ins and business reviews to assess satisfaction and ensure alignment with customer goals.
Customer Growth
Achieve a strong net retention rate by identifying opportunities for upselling and cross-selling.
Leverage a deep understanding of customer objectives and usage patterns to promote additional services.
Collaborate closely with the Account Management team to execute revenue growth initiatives.
Customer Satisfaction
Maintain strong CSAT score by delivering exceptional support and strategic guidance.
Connect customers to relevant resources and referral partners as needed.
Provide actionable feedback to internal teams to enhance the customer experience.
Handle escalations with expert-level problem-solving and retention strategies.