Customer Success Manager

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Customer Success ManagerCustomer

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Overview

Senior Client Success & Program Lead Who We Are Harte Hanks (NASDAQ: HHS) is a Business Experience Orchestrator (BXO) — a strategic partner that integrates strategy, data, technology, people,

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Customer Success ManagerCustomer

Harte Hanks (NASDAQ: HHS) is a Business Experience Orchestrator (BXO) — a strategic partner that integrates strategy, data, technology, people, and operations to drive revenue, retention, and operational efficiency. We operate across six core capabilities: data, marketing, sales, customer care, fulfillment, and logistics, connecting the full customer and product lifecycle.

With over 100 years of heritage and a global presence spanning North America, Asia-Pacific, and Europe, we combine the scale of an international organization with a boutique, collaborative approach. We help large and mid-sized B2B and B2C brands engage and support their customers, particularly in high-touch, experienced-critical sectors.

Working at the intersection of front-office growth and customer experience with back-office execution, we enable leading organizations to design, activate, and optimize meaningful, measurable outcomes.

What sets us apart is how we deliver: relentlessly human, powered by technology, and driven by results. By bringing together people, data, and intelligent technology, we create high-impact experiences that make a difference.

As a highly connected, multi-disciplinary organization, we offer our people the freedom to grow beyond a single path, empowering them to build diverse, global careers across functions, industries, and teams.

We are seeking a highly organized, detail-oriented, and results-driven leader to oversee client relationships, program execution, sales performance, and cross-functional project delivery. This role combines customer success, program management, operational leadership, and team development.
The ideal candidate thrives in fast-paced enterprise environments, can manage complex cross-functional initiatives, coach teams to performance excellence, and serve as the primary point of contact for high-value clients.

Responsibilities

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Serve as the primary point of contact for enterprise clients, ensuring strong, trusted partnerships
Build deep understanding of client business objectives, brand positioning, products, and KPIs
Deliver executive-level presentations including performance updates, ROI insights, and trend analysis
Identify growth opportunities, retention strategies, and program enhancements
Represent the voice of the customer in internal planning and roadmap discussions

Lead end-to-end program execution from planning through implementation and optimization
Establish project governance standards, timelines, milestones, and reporting cadences
Partner with stakeholders across business, technical, and vendor teams to align on scope and deliverables
Maintain dashboards and provide weekly/monthly performance reporting to leadership
Own project management tools (e.g., Jira, Asana, Smartsheet) ensuring data accuracy and transparency
Identify risks, escalate roadblocks, and drive issue resolution proactively

Oversee inside sales performance, driving achievement of qualitative and quantitative targets
Coach, develop, and mentor team members through regular performance feedback and QA reviews
Align prospects needs with client solutions using consultative selling techniques
Support lead generation, social selling, and pipeline development efforts
Analyze sales data, call recordings, and CRM metrics to identify trends and improvement areas
Ensure accurate CRM documentation and adherence to sales processes

Develop and standardize workflows, SOPs, and quality assurance frameworks
Monitor KPIs, SLAs, budget tracking, and operational performance
Lead continuous improvement initiatives based on performance data and client feedback
Document business requirements and collaborate on system or marketing tech enhancements
Maintain compliance with organizational policies and governance standards

Foster a culture of accountability, collaboration, trust, and high performance
Provide coaching, professional development planning, and performance evaluations
Guide teams through change management initiatives
Create and deliver performance improvement plans to underperforming BDRs
Support training efforts for new hires and ongoing skill development
Influence cross-functional partners without direct authority

Requirements

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2+ years of experience in program management, customer success, account management, inside sales, or related leadership roles
Experience working with enterprise or high-tech clients
Proven background in consultative selling (SaaS, cloud, or technical solutions preferred)
Strong understanding of CRM and various other systems (i.e., Salesforce, Salesloft, ZoomInfo, Orum, or similar tools)
Experience with project management platforms (Jira, Asana, Smartsheet, etc.)
Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook)
Ability to analyze data, create trend reports, and translate insights into action
Excellent written and verbal communication skills, including executive-level presentations
Strong organizational skills with the ability to manage multiple priorities
Bachelor’s degree or equivalent combination of education and experience preferred

Strategic thinking with execution focus
Data-driven decision making
Cross-functional leadership
Client advocacy
Operational excellence
Coaching and team development
Process improvement mindset
Ability to work independently and collaboratively
Ability to deliver a variety of presentations to key stakeholders
Coaching and development of BDRs and SrTL
Ability to lead and motivate sales teams

What We Offer

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✓Access to industry-leading onboarding and training programs, powered by CVI, featuring science-backed methodologies, proven messaging frameworks, and enablement solutions tailored for modern B2B sales professionals.

✓Exposure to modern outbound sales strategies, tools, and best practices used by top-performing SDR teams.

✓Ongoing leadership investment in your growth, success, and career progression through mentorship, coaching, and hands-on support.

✓Robust career development and progression opportunities within a complex, multi-division organization, empowering individuals to expand their expertise and pursue diverse career pathways across Sales, Marketing, Customer Experience, Fulfilment, Logistics, and other key functions.

✓Medical, Dental, and Vision coverage

✓Health Savings Account (HSA)

✓Educational Assistance

✓Voluntary benefit plans

✓401(k) with company match and immediate vesting

✓Pet insurance, employee discounts, and additional benefits

✓Multiple sales training development courses provided by CVI