Team Mission
We operate a best-in-class Customer Success Team and leverage a repeatable go-to-market motion. We hire high-caliber Enterprise SaaS customer success professionals to thoughtfully engage CHOs, TA teams, VPs, General Managers, and other corporate decision makers. Our Customer Success team takes a proactive, consultative, and high-touch approach when working with customers, by engaging directly with end-users to generate platform adoption and running Executive Business Reviews to align with strategic initiatives and quantify and communicate ROI.
Director of Customer Success – Commercial Accounts
We’re seeking a strategic and hands-on Customer Success Leader to lead a high-performing team of CSMs overseeing Harver’s portfolio of Commercial Accounts. In this role you will build and refine the operating model for our Commercial accounts, combining rigor, velocity, and automation to deliver a seamless customer experience while unlocking expansion opportunities.
What You'll Do:
- Lead and develop a team of Customer Success Managers focused on commercial accounts, driving high renewal rates and strong adoption across a broad portfolio of smaller ARR customers.
- Collaborate with leadership to build KPIs and success metrics for the commercial CSM team
- Drive the customer success strategy within commercial accounts to ensure consistent, high-quality customer experiences across the journey
- Design scalable programs to onboard, engage, and support customers at every stage
- Build a scalable, proactive customer health model and implement playbooks for risk mitigation
- Drive accountability amongst the commercial CSM team to ensure best practices are being followed to demonstrate the value of their Harver investment to our customers
- Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to broader leadership team
- Provide support for CSMs in at-risk accounts through risk detection/alerting and action plans
- Champion the voice of the customer within the business, sharing insights that inform product roadmap and go-to-market motions.
We are looking for people who have:
- 8+ years of experience in Customer Success or Account Management Enterprise SaaS
- 3+ years of experience leading high performing teams as a Senior Manager or Director which includes a track record of exceeding retention and expansion targets
- Previous experience leveraging value realization best practice techniques to drive customer's desired outcomes
- Has bias for action and executing with urgency
- Foster a culture of feedback, accountability, and customer-centricity
- Proven track record of exceeding retention targets
- Lead by example with ability to develop close personal relationships with customers and colleagues through empathy and respect
- Patient and active listener
- Proactive and self-driven, and bring infectious positive energy and resiliency
- Passion for people, with a history of hiring, developing, and up leveling your teams
- Proven ability to manage large (several hundred) logo portfolio
- Excellent written and verbal communication skills (email & PPT)