Senior Customer Success Lead

WHO WE ARE

We are Harbor Lab, an innovative B2B software startup that aims to bring new value to the Shipping community. Our vision is to completely reshape how Shipping Companies and Port Agents operate, provide transparency, and ensure efficiency for all involved parties. We add value to both sides by helping save time, cut costs and make informed decisions. 

Harbor Lab has also been recognized as one of the Best Workplaces in 2022 & 2023 by the Great Place to Work Institute. 

ABOUT THE ROLE 

As a Senior Customer Success, you will be accountable for the overall relationship with the customers assigned to you, starting from the initial onboarding phase to contract renewal. The position reports to Chief Revenue Officer (CRO). 

WHAT YOU WILL BE DOING 

• Collaborate closely with the Onboarding Manager during customer onboarding to understand customer’s workflow and configure Harbor Lab’s tools and services accordingly  
• Provide support for customer training and onboarding when needed 
• Cultivate and maintain strong relationships with various stakeholders within the customer organization 
• Collaborate seamlessly with Harbor Lab’s DA Operations and Platform Support teams, to meet customer SLAs  
• Monitor customer use of tools and features and intervene when needed 
• Mentor and coach the Junior Account Leads in the team to achieve their best performance 
• Support the Junior Account Leads in identifying customer needs, pursuing upsell and cross-sell opportunities, taking proactive steps to maintain a positive customer experience, and responding to customer inquiries in a timely and effective manner 
• Stay informed on shipping industry trends and Harbor Lab’s product features and functionalities 
• Bring customer feedback back to Harbor Lab’s Product team 
• Inform customers about new releases of product features and functionalities 
• Document processes, issues, customer compliments and complaints 
• Lead contract reviews and communicate the created value  back to the customer  

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE 

• 3+ years of proven experience in leading Customer Success teams in a tech company  
• Bachelor’s degree in Maritime/Shipping Operations/Marketing/Communications/Business Administration or related field. Shipping management degree will be an asset 
• Strong organizational skills and detailed-oriented mindset 
• Ability to work in a team and independently with an innovative approach 
• Excellent verbal and written communication skills to effectively interact with customers, team members, and stakeholders 
• Excellent knowledge of MS Office 
• Ability to communicate confidently and clearly in English, both verbally and written 
• Fulfilled military obligations (where applicable)

THE IDEAL CANDIDATE SHOULD 

• Be eager to contribute to the scaling of a rapidly growing software business 
• Be creative, enthusiastic with a can-do attitude 
• Be ambitious to learn and develop within Harbor Lab 
• Be adaptable with problem solving skills 

WHAT WE OFFER

• Attractive compensation package based on experience and skillset
• 30 days of paid annual leave
• Private health insurance
• Flexible hours and the ability for remote working
• Yoga & Kick-boxing classes & Life Coach Sessions
• Cool start-up environment (with swag, and much more)
  

*Harbor Lab is certified as Great Place to Work in Greece and is an equal opportunity employer and prohibits discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

**Harbor Lab collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. We will keep your resume in our database for any future consideration. In case you want to be deleted from our database, you can contact us at people@harborlab.com

*** If you are applying to this job post, then we assume that you have the legal right to work in the EU.