[Hiring] Manager, Partner Success @Harbor Compliance

Role Description

The Manager, Partner Success is responsible for leading a team of Customer Success Managers dedicated to our key partnership accounts, owning both individual client outcomes and team-wide performance against retention, growth, and satisfaction targets. This role blends people leadership with strategic ownership of the partner client portfolio.

• Coach CSMs to build trust-based relationships, resolve escalations effectively, and drive retention and expansion outcomes.
• Partner with senior leadership to shape processes, identify systemic risks across the portfolio, influence broader Partnerships strategy, and ensure the team consistently exceeds service and retention goals.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers, ensuring 90%+ of the team consistently meets or exceeds individual KPI targets (retention, NRR, CSAT, response time).
• Own team-level hiring, onboarding, training, and performance management, including conducting performance reviews and building individualized development plans for CSMs.
• Own the team's aggregate gross retention rate (90%+) and net retention rate (110%+) across all partner client accounts, reporting on performance to senior leadership.
• Design and implement proactive retention strategies and playbooks based on systemic churn risk patterns identified across the portfolio.
• Serve as the senior escalation point for Tier 2+ client issues, and establish escalation processes and standards for the broader team.
• Partner with senior leadership to shape Partnerships strategy, informed by portfolio-level trends, risks, and opportunities.
• Act as the voice of the client at the leadership level, synthesizing team-wide feedback into actionable recommendations that influence product, process, or service strategy.
• Build and maintain cross-functional partnerships with Compliance, Operations, and Product leadership to drive consistent, high-quality client experiences and resolve systemic issues.

Qualifications

• Minimum of 8+ years in a client-facing role (Client Success Manager, Account Manager, or similar) in a B2B environment, including at least 3+ years of direct people management experience.
• Demonstrated success building, developing, and holding a team accountable to performance targets, including experience managing manager-level performance reviews and development planning.
• Proven track record owning retention, growth, and satisfaction KPIs at a team or portfolio level, with the ability to translate performance into strategic recommendations for leadership.
• Strong conflict resolution and relationship-building skills, with excellent executive-level verbal and written communication.
• Strong computer literacy with CRM systems, reporting/dashboard tools, and standard business software.
• Experience in a fast-growing B2B environment, with strong familiarity with client success metrics (retention, NRR/GRR, CSAT) required.

Skills and Knowledge

• Ability to model and instill strong client relationship practices across a team, including at the most escalated tiers, and to coach other leaders on doing the same.
• Experience developing training programs or playbooks to scale software adoption and CRM best practices across a growing team.
• Familiarity with industry-specific solutions such as entity, licensing, or records management is a plus.

Compensation

• 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.

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.