Manager, Partner Success & Retention

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

Job summary

Harbor Compliance is seeking a Manager, Partner Success to lead a team of Customer Success Managers responsible for retention, growth and satisfaction across key partnerships. You will coach managers, own hiring and performance reviews, and partner with senior leadership to drive playbooks and align client outcomes with product and operations.

This role requires 8+ years in client-facing roles in B2B, with 3+ years of people management, and a strong track record of KPI-driven leadership.

Qualifications

• 8+ years in a client-facing role in a B2B environment, including 3+ years of direct people management.
• Experience managing manager-level performance reviews and development planning.
• Proven track record owning retention, growth, and satisfaction KPIs at team/portfolio level.
• Strong executive-level verbal and written communication.
• Strong computer literacy with CRM systems, reporting/dashboard tools, and standard software.
• Experience in fast-growing B2B environment with client success metrics.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers, ensuring KPI targets are met or exceeded.
• Own team-level hiring, onboarding, training, and performance management.
• Own the team's retention and expansion metrics across partner accounts.
• Design and implement proactive retention strategies and playbooks.
• Serve as the senior escalation point for Tier 2+ client issues and establish processes.
• Partner with senior leadership to shape Partnerships strategy.
• Voice of the client at leadership level and influence product/service strategy.
• Build cross-functional partnerships with Compliance, Operations, and Product.

Skills

People management

Executive communication

CRM experience

Client success KPIs

Cross-functional collaboration

Data-driven decisions

Conflict resolution

Team leadership

Tools

CRM software

Job description

Harbor Compliance is seeking a Manager, Partner Success to lead a team of Customer Success Managers responsible for retention, growth and satisfaction across key partnerships. You will coach managers, own hiring and performance reviews, and partner with senior leadership to drive playbooks and align client outcomes with product and operations.

This role requires 8+ years in client-facing roles in B2B, with 3+ years of people management, and a strong track record of KPI-driven leadership.