Head of Partner Success & Retention

Harbor-Compliance; United States; Remote; USD 100,000 - 126,000; Full time

Benefits offered by this job

Health benefits

Flexible PTO

Parental leave

Fertility & adoption assistance

401(k)

Educational reimbursement

Job summary

Harbor Compliance is recruiting a Manager, Partner Success to lead a team of Customer Success Managers dedicated to key partnership accounts. You will coach CSMs to build trust-based relationships, resolve escalations, and drive retention and expansion outcomes.

You will partner with senior leadership to shape processes, address systemic risks, and influence partnerships strategy. The role requires strong executive communication and cross-functional collaboration to ensure exceptional client

Qualifications

• Minimum of 8+ years in a client-facing role (B2B)
• At least 3+ years of direct people management experience
• Proven track record owning retention, growth, and satisfaction KPIs
• Strong conflict resolution and executive communication skills
• Experience with CRM systems, dashboards, and standard business software

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers to meet KPI targets
• Own team hiring, onboarding, training and performance reviews
• Own retention metrics (gross 90%+ and net 110%+) across partner accounts
• Design proactive retention strategies and playbooks based on churn risk patterns
• Serve as senior escalation point for Tier 2+ client issues and establish processes
• Shape Partnerships strategy with senior leadership based on portfolio trends
• Represent client feedback to influence product, process or service strategy
• Collaborate with Compliance, Operations, and Product to ensure high-quality client experiences

Skills

Team leadership

Retention metrics

Client relationships

Executive communication

CRM proficiency

Hiring & performance

Tools

CRM systems

Reporting dashboards

Job description

Harbor Compliance is recruiting a Manager, Partner Success to lead a team of Customer Success Managers dedicated to key partnership accounts. You will coach CSMs to build trust-based relationships, resolve escalations, and drive retention and expansion outcomes.

You will partner with senior leadership to shape processes, address systemic risks, and influence partnerships strategy. The role requires strong executive communication and cross-functional collaboration to ensure exceptional client