The Manager, Partner Success is responsible for leading a team of Customer Success Managers dedicated to our key partnership accounts, owning both individual client outcomes and team-wide performance against retention, growth, and satisfaction targets. This role blends people leadership with strategic ownership of the partner client portfolio - coaching CSMs to build trust-based relationships, resolve escalations effectively, and drive retention and expansion outcomes. As the primary point of accountability for the team's performance, the Manager also partners with senior leadership to shape processes, identify systemic risks across the portfolio, influence broader Partnerships strategy, and ensure the team consistently exceeds service and retention goals.
Responsibilities- Lead, coach, and develop a team of Customer Success Managers, ensuring 90%+ of the team consistently meets or exceeds individual KPI targets (retention, NRR, CSAT, response time).
- Own team-level hiring, onboarding, training, and performance management, including conducting performance reviews and building individualized development plans for CSMs.
- Own the team's aggregate gross retention rate (90%+) and net retention rate (110%+) across all partner client accounts, reporting on performance to senior leadership.
- Design and implement proactive retention strategies and playbooks based on systemic churn risk patterns identified across the portfolio.
- Serve as the senior escalation point for Tier 2+ client issues, and establish escalation processes and standards for the broader team.
- Partner with senior leadership to shape Partnerships strategy, informed by portfolio-level trends, risks, and opportunities.
- Act as the voice of the client at the leadership level, synthesizing team-wide feedback into actionable recommendations that influence product, process, or service strategy.
- Build and maintain cross-functional partnerships with Compliance, Operations, and Product leadership to drive consistent, high-quality client experiences and resolve systemic issues.
Requirements- Minimum of 8+ years in a client-facing role (Client Success Manager, Account Manager, or similar) in a B2B environment, including at least 3+ years of direct people management experience.
- Demonstrated success building, developing, and holding a team accountable to performance targets, including experience managing manager-level performance reviews and development planning.
- Proven track record owning retention, growth, and satisfaction KPIs at a team or portfolio level, with the ability to translate performance into strategic recommendations for leadership.
- Strong conflict resolution and relationship-building skills, with excellent executive-level verbal and written communication.
- Strong computer literacy with CRM systems, reporting/dashboard tools, and standard business software.
- Experience in a fast-growing B2B environment, with strong familiarity with client success metrics (retention, NRR/GRR, CSAT) required.
Skills and Knowledge- Ability to model and instill strong client relationship practices across a team, including at the most escalated tiers, and to coach other leaders on doing the same.
- Experience developing training programs or playbooks to scale software adoption and CRM best practices across a growing team.
- Familiarity with industry-specific solutions such as entity, licensing, or records management is a plus.
Compensation: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.
The pay range for this role is:
100,417 - 125,521 USD per year (US National)
