Manager, Partner Success

Harbor Compliance
United States
Workplace: RemoteFull timeUSD 100,417 - 125,521 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Coaching","Conflict resolution","Executive communication","Relationship-building"]

Lead a team of Customer Success Managers for Harbor Compliance’s key partnership accounts, owning both individual client outcomes and overall retention, growth, and satisfaction performance. Coach CSMs, run hiring and performance management, design proactive retention playbooks from churn patterns, and act as the escalation point for Tier 2+ issues. Partner with senior leadership and cross-functional teams to shape Partnerships strategy and continuously improve client experience.

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Harbor Compliance
Harbor Compliance
1 week ago

Manager, Partner Success

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead a team of Customer Success Managers for Harbor Compliance’s key partnership accounts, owning both individual client outcomes and overall retention, growth, and satisfaction performance. Coach CSMs, run hiring and performance management, design proactive retention playbooks from churn patterns, and act as the escalation point for Tier 2+ issues. Partner with senior leadership and cross-functional teams to shape Partnerships strategy and continuously improve client experience.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of Customer Success Managers to meet or exceed KPI targets (retention, NRR, CSAT, response time).
  • •Own team-level hiring, onboarding, training, and performance management, including performance reviews and individualized development plans.
  • •Own gross retention (90%+) and net retention (110%+) across partner client accounts and report performance to senior leadership.
  • •Design and implement proactive retention strategies and playbooks based on systemic churn risk patterns.
  • •Serve as the senior escalation point for Tier 2+ client issues and partner with leadership to shape Partnerships strategy and recommend improvements.

Pay and Benefits

Salary: USD 100,417 - 125,521 annually
Perks:Health InsurancePaid LeaveParental Leave401k

Key Requirements

  • •Minimum 8+ years in a client-facing role in a B2B environment, including 3+ years of direct people management experience.
  • •Proven success building, developing, and holding a team accountable to performance targets, including manager-level performance reviews and development planning.
  • •Track record owning retention, growth, and satisfaction KPIs (e.g., NRR/GRR, CSAT) at a team or portfolio level with the ability to translate results into strategic recommendations.
  • •Strong conflict resolution and executive-level verbal and written communication skills.
  • •Strong computer literacy with CRM systems, reporting/dashboard tools, and standard business software.
Experience:8+ yearsB2BClient success
Skills:LeadershipCoachingConflict resolutionExecutive communicationRelationship-building
Languages:English
Tech Stack:CRMReporting/dashboard tools

Company Brief

Harbor Compliance
Provides compliance and licensing solutions for businesses and nonprofits, offering registration, licensing, renewals, and ongoing regulatory support through a combination of software and expert services.
Industry: RegTech
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: Portland, United States
Founded: 2012
WebsiteLinkedIn