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.

Job Title: Success Manager Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones About the Role We are looking for a Success Manager who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance What Makes You a Perfect Fit - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Required Experience & Skills - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding #LI-AG1

Job Title: Success Manager Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones About the Role We are looking for a Success Manager who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance What Makes You a Perfect Fit - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Required Experience & Skills - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding #LI-AG1