• Partner with Sales during pre-sales discovery to understand partner goals, success criteria, and technical constraints; validate feasibility and help shape solution approach and scope. • Lead partner onboarding launches : Manage integrations from signature to go live; coordinating timelines, stakeholders, testing, and readiness activities for a smooth, on time deployment. • Drive outcomes post launch : Run regular check ins and QBRs, optimize adoption (enrollment, usage), and proactively identify risks/opportunities for expansion. • Be the trusted voice of the customer : Capture customer needs and pain points, field questions, triage and prioritize integration issues, coordinate resolution and escalations, translate needs into crisp outcomes, help prioritize the roadmap. and close the loop via better docs, tooling, and processes. • Operate cross functionally : Partner with Sales/AM on renewals/upsells, Marketing on enablement, product management on prioritizing market needs, and digital product teams on implementation. • Scale what works: Build playbooks and best practices; mentor peers; keep a pulse on fintech/identity trends to inform customers and product strategy. • Prioritize customer needs: For capability gaps, document outcomes, quantify customer/market impact, and develop business cases (value, risk, effort, ROI) to inform roadmap and investment decisions.

• Onboard new clients • Provide 1:1 online demos, client training and webinars • Manage sales opportunities • Build relationships with clients to deeply understand their needs • Supervise the support process and quality • Supervise the onboarding process • Lead help and training content creation • Define quality processes to improve customer satisfaction • Present Customer Retention KPI • Present Customer Churn KPI • Present Insights on how to improve customer satisfaction • Collaborate with Product Marketing bringing customer insights

As a Customer Success Manager, you will play a mission-critical role in ensuring the satisfaction, retention, and expansion of key customer accounts. You will act as a trusted advisor, advocate, and problem-solver—ensuring our clients derive maximum value from our services. Through proactive engagement and strategic relationship management, you will foster customer loyalty and drive long-term success for both the client and Harbor Compliance. Key Responsibilities Customer Retention - Maintain a gross retention rate of 90% or higher for assigned accounts. - Identify and address at-risk customers through proactive engagement and personalized strategies. - Conduct regular check-ins and business reviews to assess satisfaction and ensure alignment with customer goals. Customer Growth - Achieve a strong net retention rate by identifying opportunities for upselling and cross-selling. - Leverage a deep understanding of customer objectives and usage patterns to promote additional services. - Collaborate closely with the Account Management team to execute revenue growth initiatives. Customer Satisfaction - Maintain strong CSAT score by delivering exceptional support and strategic guidance. - Connect customers to relevant resources and referral partners as needed. - Provide actionable feedback to internal teams to enhance the customer experience. - Handle escalations with expert-level problem-solving and retention strategies. Qualifications - 3+ years of experience in Customer Success, Account Management, or a client-facing role in a B2B environment. - Proven track record of meeting or exceeding retention and satisfaction goals. - Strong interpersonal, communication, and relationship-building skills. - High emotional intelligence and proficiency in de-escalation tactics. - Ability to understand customer pain points and align them with solutions. - Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot). Accommodations: Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. Compensation: Harbor Compliance’s base salary range for this role is listed below. 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. Harbor Compliance base salary range for this role in the U.S. is: (Salary range $65,000 - $80,000 USD) Additionally, this role might be eligible for discretionary bonuses or commission payments. Pay Transparency Policy Statement Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information. Equal Opportunity Statement Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

• Coordinate onboarding of new consultants including assessing any potential gaps and opportunities for training and support. • Provide support and direction to Coding Audit Consultants about project requirements. • Manage staff utilization by collaborating with client success managers and scheduling resource coordinator about staffing needs for clients and work to ensure project staffing needs are met, with minimal downtime. • Monitor the performance metrics (quality, productivity, etc.) for the team and identify coaching opportunities to grow the skills of the team and elevate the overall metrics and excellence of all. • Collaborate with the Quality Management (QM) Team to ensure quality expectations are achieved and opportunities for development are identified. • Serve as QM auditor for Audit Consultants as requested or as identified in specific circumstances. • Manage consultant schedules including approving timesheets, PTO requests, LOA, etc. • Actively engage with Recruiters to identify and participate on the interview team to identify potential and hire candidates. • Be a talent magnet and leverage professional network and demonstrate expertise through market facing activities including professional organizations, speaking, or serving as a UASI Ambassador. • Collaborate with the Client Success Managers and QM Team to provide feedback about performance against expectations.