Manager, Customer Success

Freddie Mac; United States; Remote; USD 100,000 - 110,000; Full time

Job summary

An innovative firm is seeking a strategic Manager of Customer Success to enhance customer engagement and retention. This role is pivotal in driving revenue growth and ensuring a stellar customer experience. As a leader, you'll cultivate a high-performing team, set performance goals, and implement effective policies. Join a passionate group dedicated to making compliance accessible and efficient for businesses. If you're ready to make a significant impact in a dynamic environment, this opportunity is perfect for you.

Benefits

Health Benefits

Flexible Paid Time Off

Parental Leave

Fertility and Adoption Assistance

401(k)

Educational Reimbursement

Qualifications

• 5+ years in Customer Success with 2+ years in leadership.
• Proven track record in customer retention and expansion.

Responsibilities

• Own customer retention and expansion KPIs.
• Build and maintain a high-performing team.

Skills

Customer Success Management

Team Leadership

Performance Management

Coaching

Customer Retention

SaaS Experience

Tools

Rippling

Rhythm

Job description

Posted: 5/7/25

Weekly Hours: 40

Role Number:184

Home Office: Yes

The application window will be open until at least 6/7/25. This opportunity will remain online based on business needs which may be before or after the specified date.

About Harbor Compliance

Join Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We're a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.

The Manager of Customer Success is a strategic leader and hands-on operator responsible for owning and optimizing the customer experience across our portfolio. This role is critical to ensuring high levels of customer retention, satisfaction, and revenue growth. Working closely with the Senior Manager of Customer Success, the Manager will define and execute strategies for customer engagement, performance management, team development, and operational excellence.

Key Responsibilities

Customer Retention & Revenue Growth

• Own customer retention and expansion KPIs, including Gross and Net Retention.
• Monitor and analyze ARR lost (Cancelled & Overdue) and Expansion ARR (Upsell/Cross-sell) metrics.
• Ensure the team consistently achieves quarterly and annual retention goals.

Team Leadership & Performance Management

• Build and maintain a team of A-Players.
• Define and refine job scorecards; provide regular training, coaching, and performance evaluations.
• Conduct weekly 1:1s and team meetings following Scaling Up methodology.
• Set quarterly goals and manage performance via structured appraisals.

Employee Engagement & Retention

• Drive employee engagement. Develop and support individual professional development plans.
• Champion succession planning and internal promotions in collaboration with HR.

Customer Experience Improvement

• Measure and improve customer satisfaction and NPS.
• Build a robust feedback loop to inform Product and Operations teams.

Process & Policy Management

• Create and enforce policies, procedures, and enablement materials.
• Utilize technology, tools, and process innovations to drive efficiency.
• Support and implement software solutions and tools across the service team.

Qualifications

• 5+ years of experience in Customer Success, with 2+ years in a leadership role
• Experience in SaaS or compliance-related industries is a plus.
• Proven track record of achieving customer retention and expansion goals.
• Familiarity with performance management systems (e.g., Rippling, Rhythm).
• Strong coaching and team development capabilities.

Accommodations:

Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

Compensation:

Harbor Compliance's base salary range for this role is listed below. 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.

Harbor Compliance base salary range for this role in the U.S. is:

(Salary range $100,000 - $110,000 USD). Additionally, this role might be eligible for discretionary bonuses or commission payments.

Pay Transparency Policy Statement
Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance's legal duty to furnish information.

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.