Customer Success Manager

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.

Key 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.

Qualifications

• 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).

Accommodations:

Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

Compensation: 

Harbor Compliance’s base salary range for this role is listed below. Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.

Harbor Compliance base salary range for this role in the U.S. is:

(Salary range $65,000 - $80,000 USD) Additionally, this role might be eligible for discretionary bonuses or commission payments.

Pay Transparency Policy Statement Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information.

Equal Opportunity Statement

Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.