Head of Partner Success & Retention

Harbor Compliance; Northern (KY); Hybrid; USD 100,000 - 126,000; Full time

Benefits offered by this job

Health benefits

Flexible paid time off

Parental leave

Fertility and adoption assistance

401(k)

Educational reimbursement

Job summary

Harbor Compliance is seeking a Manager, Partner Success to lead a team of Customer Success Managers focused on key partnership accounts. You will own client outcomes and drive retention, growth, and satisfaction while coaching CSMs to build trustful relationships and resolve escalations.

You will partner with senior leadership to shape portfolio strategies, identify systemic risks, and ensure the team exceeds service and retention goals.

Qualifications

• 8+ years in a client-facing role in a B2B environment.
• At least 3+ years of direct people management experience.
• Proven track record owning retention, growth, and satisfaction KPIs.
• Strong executive-level verbal and written communication.
• CRM proficiency and familiarity with dashboards.
• Experience with reporting tools and standard business software.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers, ensuring 90%+ meet or exceed KPI targets (retention, NRR, CSAT, response time).
• Own team-level hiring, onboarding, training, and performance management, including reviews and development plans.
• Own the team's gross retention rate and net retention rate across all partner accounts, reporting to senior leadership.
• Design and implement proactive retention strategies and playbooks based on churn risk patterns.
• Serve as senior escalation point for Tier 2+ client issues and establish escalation standards.

Skills

People leadership

KPI management

Retention strategies

Executive communication

CRM proficiency

Data reporting

Conflict resolution

Tools

CRM systems

Dashboards

Office software

Job description

Harbor Compliance is seeking a Manager, Partner Success to lead a team of Customer Success Managers focused on key partnership accounts. You will own client outcomes and drive retention, growth, and satisfaction while coaching CSMs to build trustful relationships and resolve escalations.

You will partner with senior leadership to shape portfolio strategies, identify systemic risks, and ensure the team exceeds service and retention goals.