Customer Success Lead
WFA Digital Insight
As the demand for customer success specialists in the tech industry continues to grow, with a 25% increase in job openings over the past year, companies like Harris are looking for skilled professionals to lead their customer-facing operations. With the rise of remote work, the ability to manage projects and teams across different time zones has become a highly sought-after skill. In this role, you'll have the opportunity to work with a leading company in the industry and develop your skills in project management, customer onboarding, and operational excellence. Before applying, consider highlighting your experience with Excel, project management tools, and AI-enabled technologies, as well as your ability to work independently and collaboratively in a remote environment.
Job Description
About the Role
As a Customer Success Lead at Harris, you will play a crucial role in driving operational excellence across the post-sales customer journey. You will be responsible for translating strategic plans into flawlessly executed projects, ensuring that every customer is set up for success from day one. You will work closely with the Director of Customer Success to define, manage, and own project plans, timelines, milestones, and deliverables. Your expertise in process and project management will be essential in building a scalable and repeatable delivery model.The Customer Success team is critical to the success of Harris, and as a lead, you will be the central owner for all technical and project-based customer activities. You will act as the primary point of contact for all project-related communications and will be responsible for coordinating the resolution of cross-functional technical challenges. Your ability to work collaboratively with internal teams, including Support, Operations, Product, and Sales, will be essential in delivering exceptional customer experiences.
What You Will Do
- Lead the end-to-end execution of all technical customer delivery projects, including new customer onboarding, software migrations, version upgrades, and install base expansions
- Define, manage, and own project plans, timelines, milestones, and deliverables, ensuring on-time, high-quality delivery
- Act as the central coordinator across Customer Success, Support, Operations, Sales, and Product to ensure alignment and accountability for project deliverables
- Proactively identify and mitigate project risks, serving as the primary point of contact for all project-related communications
- Take ownership of maintaining and refining all customer-facing operational processes, including onboarding checklists, deployment workflows, and technical documentation
- Work with the Director, Customer Success to translate strategic objectives into actionable, repeatable procedures
- Maintain and continuously improve the operational playbook, ensuring consistent execution across all customers
- Serve as the primary driver for the customer onboarding experience, coordinating all internal and external resources to ensure new clients are fully enabled and product-ready
- Execute the rollout of customer training, enablement, and adoption activities as defined by the customer success strategy
- Ensure all onboarding milestones are completed on schedule, creating the foundation for long-term customer retention and success
- Support the Director, Customer Success by executing the technical and project-based aspects of customer expansions and new use-case deployments
- Align internal teams and manage project plans to deliver on expansion initiatives efficiently and effectively
What We Are Looking For
- 5+ years of experience in customer success, project management, or a related field
- Proven track record of delivering high-quality projects on time and within budget
- Excellent process and project management skills, with experience in managing multiple projects simultaneously
- Strong technical skills, with experience in using Excel, project management tools, and AI-enabled technologies
- Ability to work collaboratively with internal teams, including Support, Operations, Product, and Sales
- Strong communication and interpersonal skills, with experience in managing cross-functional technical challenges
- Experience in customer onboarding, enablement, and adoption activities
- Ability to work independently and collaboratively in a remote environment
Nice to Have
- Experience in the tech industry, with knowledge of software migrations, version upgrades, and install base expansions
- Certification in project management, such as PMP or Agile
- Experience in using copilots, chat-based AI assistants, and automation tools
- Knowledge of customer success metrics, such as customer retention and satisfaction rates
Benefits and Perks
- Remote work environment with flexible working hours
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Access to cutting-edge technologies and tools
- Collaborative and dynamic work environment
- Recognition and reward for outstanding performance
- Comprehensive health and wellness program
- Generous paid time off and vacation policy
How to Stand Out
- Be prepared to showcase your experience in process and project management, and how you have applied these skills in previous roles.
- Highlight your technical skills, including your proficiency in Excel, project management tools, and AI-enabled technologies.
- Emphasize your ability to work collaboratively with internal teams, including Support, Operations, Product, and Sales.
- Be prepared to discuss your experience in customer onboarding, enablement, and adoption activities, and how you have driven customer success in previous roles.
- Consider creating a portfolio that showcases your project management skills, including examples of project plans, timelines, and deliverables.
- Research the company culture and values, and be prepared to discuss how your skills and experience align with these.
- Be prepared to negotiate your salary, and consider highlighting your experience and qualifications to support your request.
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