Customer Success Manager

Harri US; New York (NY); On-site; USD 95,000 - 100,000; Full time

Job summary

Harri US in New York, NYC office, is seeking a Customer Success Manager for the QSR vertical to manage enterprise clients after onboarding onto the Harri platform.

You will nurture relationships, monitor product adoption, and deliver ROI-driven coaching while collaborating with GTM teams on upsell and renewal opportunities. This is a full-time role reporting to the Director of Customer Success, based in NYC.

Qualifications

• 3+ years in a customer-facing capacity at a SaaS Software company.
• Bachelor's degree or commensurate experience.
• Excellent communication (written and verbal) and presentation skills, with the ability to communicate effectively at all levels within an organization and present data-driven value stories.
• Experience working with Quick Service Restaurant (QSR) concepts and/or an operational role in the hospitality industry.
• Strong attention to detail with excellent analytical, organizational, and problem-solving skills.
• Experience using G‑Suite, Salesforce, Zendesk, and/or other CRM tools.
• Experience with HCM, Workforce Management, or payroll systems is strongly preferred.

Responsibilities

• Develop and retain positive relationships with key accounts and internal teams to act as a trusted consultant to optimize loyalty and marketing strategy.
• Monitor usage and product adoption, deliver coaching and training to improve client utilization and ROI through Executive Business Reviews.
• Identify upsell, cross-sell, and New Restaurant Opening opportunities with Go-To-Market teams to enhance client operations and revenue.
• Serve as the main escalation point for issues, coordinating with Support and Technical teams for timely resolution and SLA adherence.
• Manage renewals for your book of business with cross-functional teams for contract renewals and billing reconciliation.
• Understand and help develop Harri’s product and technology roadmaps while evaluating customer satisfaction.

Skills

Communication skills

Relationship management

Presentation skills

Attention to detail

Analytical skills

Team player

Education

Bachelor's degree

Tools

G-Suite

Salesforce

Zendesk

CRM tools

HR/payroll systems

Job description

About Harri

It's a great time to join Harri as we revolutionize the hospitality industry with our cutting-edge technology solutions for workforce management. We're an innovative, high-growth company with a global presence, dedicated to building strong partnerships and delivering measurable value to our customers.

We are excited to recruit for this pivotal Customer Success Manager role to ensure the ongoing satisfaction, value realization, and retention of our enterprise clients. You will serve as a success manager and a trusted consultant, playing a key role in delivering successful enterprise-level software transformations and driving growth for hospitality businesses within our Quick Service Restaurant (QSR) vertical.

What You'll Be Doing

As a Customer Success Manager, QSR Vertical, you will be responsible for managing enterprise customers after successfully onboarding them onto the Harri platform, ensuring key relationships are developed and maintained post ‘go live’.

Your responsibilities will include:

• Developing and retaining positive relationships with key accounts and internal teams to serve as a trusted consultant to optimize their loyalty and marketing strategy.
• Monitoring usage and product adoption, proactively delivering coaching and training to improve client utilization and showcase ROI through Executive Business Reviews.
• In collaboration with Go-To-Market teams, identifying upsell, cross-sell, and New Restaurant Opening (NRO) opportunities to enhance client operations and generate new revenue.
• Serving as the main escalation point for issues, working across Support and Technical Support teams to ensure timely resolution and SLA compliance.
• Managing the renewal process for your book of business in partnership with cross-functional teams for contract renewals and billing reconciliation.
• Understanding, adapting to, and helping to develop Harri’s ongoing product and technology developments while regularly evaluating customer satisfaction.

More About You: What Can You Bring?

We are looking for an individual who is an ambitious, self‑motivated team player with a proven track record of managing enterprise client relationships and driving customer success. You will be passionate about delivering successful outcomes and possess:

• 3+ years in a customer-facing capacity at a SaaS Software company.
• Bachelor's degree or commensurate experience.
• Excellent communication (written and verbal) and presentation skills, with the ability to communicate effectively at all levels within an organization and present data-driven value stories.
• Experience working with Quick Service Restaurant (QSR) concepts and/or an operational role (e.g., General Manager) in the hospitality industry.
• Strong attention to detail with excellent analytical, organizational, and problem-solving skills.
• Experience using G‑Suite, Salesforce, Zendesk, and/or other CRM tools.
• Experience with HCM, Workforce Management, or payroll systems is strongly preferred.
• An ambitious and self‑motivated team player who is comfortable working in a fast‑paced environment and is ready to grow with a company.

When and Where You'll Be Doing It

This is a full-time role based out of our NYC Office. The salary range for this position is $95,000–$100,000 (USD), depending on experience. This role reports directly to the Director of Customer Success.

What Will You Get in Return?

Creating an environment which enables our people to thrive is crucial for us. Harri offers a comprehensive compensation structure designed to support you throughout your career here. You'll get:

• Competitive salary within the stated range
• The opportunity to drive critical projects for a high‑growth, innovative company.
• Experience working in a fast‑paced, global environment.
• A collaborative and supportive team environment.

Equity, Diversity, and Inclusion

We're committed to building diverse talent at Harri and believe our strengths as a team come from having many unique perspectives. We value a healthy, vibrant, and inclusive organization that encourages everyone to be themselves at work. We are committed to valuing diversity and promoting equal opportunities for all and welcome applicants from all communities.

*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.*