Harbor Compliance Hiring for Manager of Customer Success – Remote at Remote Full Time

Company Overview:

Harbor Compliance is a fast-growing technology company reinventing how nonprofits and businesses manage critical areas of compliance. An Inc. 5000 and Deloitte Technology Fast 500 honoree, Harbor Compliance is using technology to simplify the complexities of business licensing and legal entity management.

In 2021, we merged with Labyrinth, Inc. We have scaled to 35,000+ clients and, even after 10 years, are still just getting started.

Job Summary:

This is an exciting opportunity where you will work closely with the Service Team Leadership to develop and execute a comprehensive Client Service operation that supports the company’s growth objective. If you’ve built out the B2B Client Services function for a rapidly scaling company and enjoyed it, this position is for you! Your work will make a far-reaching impact on our team, services, and processes. Our Manager of Customer Success directs the day-to-day operations of the Customer Success Team.

The Manager of Customer Success is responsible for driving results with two key types of employees: Client Service Associates working on transactional inquiries by ticket and Client Success Managers working on large account onboarding and client project management.

Our team prides itself on delivering friendly, helpful service that exceeds our client’s expectations. The suggestions and feedback we gather from our interactions directly affect how we develop our offerings.

The ideal candidate is highly skilled in relational intelligence, scope management, problem-solving, and conflict resolution. They have a background working in a B2B customer service environment with similar responsibilities and are hungry for a fast-paced, challenging role.

Responsibilities:

• Direct experience leading a client success team to support company objectives in a high-growth B2B business. Ideally, you’ve done this in a technology or professional services setting.
• At least 5 years of experience successfully managing a high-performance customer service team.

Success Criteria:

• Drive client success and satisfaction for all clients, reinforcing trust with each interaction.
• Deliver a dashboard of established Service Level Agreements.
• Maintain and expand a robust knowledge base, including both internal and external documentation.
• Transform our Client Service Team’s tools, processes, and staffing to provide the best experiences for our clients.
• Collaborate cross-functionally to provide feedback from the team’s interactions with clients.
• Consistently meet our organizational health goals linked to Net Promoter Score and gross retention.
• Train and coach staff members, holding them accountable for individual and team performance.

Location and Hours:

This is a full-time position. You are welcome to work remotely or from our Rockville, MD, or Lancaster, PA offices.

Compensation:

Competitive salary and generous benefits including paid time off, ten paid holidays, health plan including medical, dental, vision, and life insurance, and a 401(k) retirement plan with company match program.

Harbor Compliance is an equal-opportunity employer.

sPGObo1iYu