Customer Success Group Manager

Job Description

About Harvest

Harvest is an independent software company making tools that help businesses run more smoothly. We believe that businesses only succeed by using their time intentionally. Our products support our customers in helping them track, report, and forecast time. For the past 15 years, our customers have relied on us as a critical part of their day-to-day operations.

Harvest started as a team of 3 and grew slowly to today’s current total of 62 lovely faces. Though we have an office in NYC (which is currently closed due to COVID-19), we hire the best people for the job no matter where they may call home. We work hard to make sure everyone feels included and heard. And we offer great benefits, including bonuses, a generous vacation policy, paid parental leave, bi-annual team gatherings (in non-pandemic times), flexible work schedule, and much more.

The Services Team and why we’re hiring

Our Services team is looking for a seasoned Customer Success Management Leader who will help spearhead and start a Customer Success Group. Our Services Team is among the industry’s best, having sustained CSAT scores above 9.5 over many years. We are expanding from reactive support to include proactive services and we want you to help us move towards a support-driven growth strategy!

The Services Team is a part of the Customer Experience Department, which also includes our Product and Insights Teams. The department is responsible for the full customer experience -- from the moment someone becomes a Harvest customer through their entire lifetime with us. We see customer experience as holistic, extending from Harvest the product to the services and support we offer.

The Customer Success Group is a brand new core offering for Harvest and we’re looking for you to bring your experience and ideas to take charge and start growing it!

What you’ll do

As a Customer Success Group Manager you will own a portfolio of key Harvest customer accounts. By building exceptional relationships with each customer in your portfolio, you'll deliver value at all stages of the customer journey to drive mutual success and growth. If you’re a proactive customer champion - passionate about solving problems, connecting customer value to revenue growth, and advising customers - this role is for you. And since you’ll be the first among many, you will also get to build your very own team from scratch.

• Be a proactive champion of customers. Conduct outreach to help customers successfully on-board Harvest in a way that works for their unique businesses and circumstances. Drive success in customer acquisition and engagement.
• Serve as a trusted advisor for the customers. Bring deep curiosity and empathy in understanding customer needs, craft the right solutions for them with your Harvest expertise and industry’s best practices, and offer continuous insights on customers’ use of time quarterly to help them make the most of time management. Drive success in engagement, expansion, and retention.
• Partner to solve problems. Work cross-functionally with Support, Product, Engineering, and other organizations to optimize platform usage, garner product feedback, and present solutions to help customers solve their challenges using Harvest.

Who you are

• You have 5+ years experience in a customer-facing role in customer success, sales, sales development, business development, or account management at a SaaS company.
• You have an appreciation for the connection between customer support and customer success and the way they work together holistically.
• You’re a combination of people-leader and go-getter who isn’t afraid to land at ground zero, roll up your sleeves, and do what it takes to build something from scratch.
• You have a track record of overachieving monthly and quarterly goals.
• You’ve managed a small team. You understand how to be a people manager, how to delegate work, track outcomes, and collaborate across teams.
• You have a strong desire to learn how things work—you’re not afraid to ask questions or admit you don’t know something.
• You’re a patient problem solver. Your day will be spent helping customers learn a new tool while you learn about their businesses.
• You have experience with, or have keen instincts for, how small businesses operate. We service professionals who get paid for their time, which spans across many exciting industries and countries.
• You’re motivated by the idea of representing and championing customers’ voices with empathy.
• You have an entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes.
• You pride yourself on being a great communicator both in spoken and written forms.

To apply

Please submit your resume, cover letter, and answers to these questions:

1. You're awesome and could work anywhere—why Harvest?
2. Please share 1-2 things you think are examples of great customer success practices and 1-2 things you think are examples of bad customer success practices, and the reasons why.