Remote Customer Success & Growth Manager

Harmonic; Denver (CO); On-site; USD 90,000 - 100,000; Full time

Job summary

Harmonic seeks a Customer Success Manager to build a positive customer experience and strong relationships across accounts. The role bridges support and sales, reports to the Customer Success Regional Lead, and focuses on reducing churn and growing revenue through effective programs.

The position is 100% remote, preferably within US Eastern or Central time zones. Travel of up to 15% is expected to engage with clients and internal teams as needed.

Qualifications

• Proven work experience as a Customer Success Manager or similar role, with at least 5 years of expirence.
• Experience working with MSOs and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Technical experience in the high-tech industry, preferably within the broadband or telecom industries
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• A communications or marketing degree is preferred

Responsibilities

• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Lead Customer meetings including QBR’s
• Lead & Generate Reports, Quotes, Pricing and Contract renewals
• Maintain & track high score of NPS & CSAT
• Track commercial and technical SLA’s & KPI’s
• Review customer complaints and concerns and seek to improve the customer experience

Skills

Customer relationships

Communication skills

Technical knowledge

Education

Communications or Marketing degree

Job description

Harmonic seeks a Customer Success Manager to build a positive customer experience and strong relationships across accounts. The role bridges support and sales, reports to the Customer Success Regional Lead, and focuses on reducing churn and growing revenue through effective programs.

The position is 100% remote, preferably within US Eastern or Central time zones. Travel of up to 15% is expected to engage with clients and internal teams as needed.