VP of Customer Success & Operations

About Harri

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon.

We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand.

If you're a builder, or problem solver, and love the fast pace of a startup, it's time to meet the Harri family.

However, this leadership role is not about incrementally improving existing customer success & operations, but about fundamentally reimagining our customer experience (CX) through the dual lens of top-notch traditional customer success that aligns with the realities of our customers. A key element of the role is to accelerate the use of autonomous AI agents to be more efficient and better serve our customers.

The ideal candidate will possess a deep understanding of customer success, implementation, technical account management, and customer support along with experience in Agentic AI and a proven track record of deploying scalable AI solutions that deliver measurable business impact and exceptional customer outcomes. This leader will orchestrate a hybrid workforce of human experts and autonomous AI agents, identifying opportunities to augment frontline customer interaction with high-value orchestration and oversight.

Who you are:

You will lead Harri's post-sales customer success & operational strategy across the US, overseeing the teams responsible for client onboarding, customer support, and service delivery. Your mission is to unify the client journey from Sales through to Business as Usual (BAU) - ensuring every Harri client experiences a consistent, high-value, and frictionless path to success.

Success in this role means:

* Increased revenue through better retention and expansion

* More client case studies highlighting measurable impact

* Clients raving about how Harri has transformed their operations

Key Responsibilities

Operational Leadership

* Lead and unify the US Implementation, Customer Success, and Customer Support teams under one performance-driven strategy.

* Define and execute a cohesive client journey strategy from onboarding to long-term success and support.

* Partner closely with Sales, Marketing, Product, Finance, and Technology teams to ensure operational alignment and shared accountability.

Client Experience & Advocacy

* Drive a Client First culture that prioritises responsiveness, value delivery, and measurable outcomes.

* Embed success metrics that link platform adoption and usage with business ROI for clients.

* Increase Net Promoter Scores (NPS) & Client Satisfaction (CSAT) across all post-sales functions.

Team Development & Performance

* Inspire and develop high-performing, cross-functional teams with clear goals and KPIs.

* Build leadership capability within each function, promoting accountability, agility, and collaboration.

* Foster a culture of continuous improvement, learning, and operational excellence.

Revenue Growth & Retention

* Drive operational levers that directly impact revenue retention, upsell, and cross-sell opportunities delivering on Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) metrics.

* Collaborate with Commercial and Marketing teams to produce client case studies and success stories.

* Support strategic accounts and key clients as an executive sponsor and trusted partner.

Process Optimisation & Systems Thinking

* Map and continuously improve operational workflows across teams to reduce friction and handoff delays.

* Leverage data and analytics to improve forecasting, capacity planning, and service delivery models.

* Champion the use of technology and automation to enhance the client and employee experience.

* Customer Centric AI Initiative:
Lead the design, development, and deployment of robust, customer centric agentic AI solutions, working closely with engineering, product, and data science teams to execute across connected business systems (CRM, Customer Insights Platform, Customer Support, Knowledge Bases, etc.).

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About You:

What Can You Bring?

We are looking for an individual who is a strategic thinker and an expert in Agentic AI with a proven track record of deploying scalable AI solutions and improving client retention. You will be passionate about delivering successful outcomes and possess:

* Proven experience leading multi-functional operations in an AI first, SaaS, or HR tech environment.

* Strong understanding of Implementation, Customer Success, & Customer Support across enterprise and mid-market segments.

* Demonstrated success in improving client retention, platform adoption, and customer advocacy.

* Inspirational leadership with experience managing geographically dispersed…