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.).
More 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 teams.
- Commercial acumen with a strong track record of contributing to revenue and client growth.
- Strategic thinker who can operationalise vision and scale systems for growth.
- Excellent stakeholder management and executive communication skills.
- Experience in a relevant industry vertical (e.g. frontline work Restaurants, Hospitality) where security and compliance are paramount.
- Familiarity with cloud platforms (AWS, Azure, Google Cloud) and modern architecture patterns.
- Relevant certifications and experience in AI, ML, or data science.
- Agentic AI Expertise: Deep understanding of Large Language Models (LLMs) and how agents use them to perform actions (e.g., function calling, tool use).
- Systems Thinking: Ability to see the big picture and design complex, integrated customer journeys.
- Technical & Commercial Acumen: Balance technical rigor with commercial understanding to deliver measurable results.
- Leadership & Coaching: Inspire teams, make tough decisions, and coach others through ambiguity.
- Problem-Solving: Address mission-critical problems with creativity and data-driven insights.
When and Where You'll Be Doing It
- Location: NYC.
- Position: Full-time.
- Salary: The salary range for this position is $200,000 - $250,000 USD, depending on experience.
- Reporting: This role reports directly to the COO.
What Will You Get in Return?
Creating an environment which enables our people to thrive is crucial for us. You'll get:
- Competitive salary within the stated range.
- The opportunity to drive critical AI and operational projects for a high-growth company.
- Experience working in a fast-paced, global environment.
- A collaborative and supportive team environment.
Equity, Diversity, and Inclusion
We're committed to building diverse talent at Harri and believe our strengths as a team come from having many unique perspectives. We value a healthy, vibrant, and inclusive organization that encourages everyone to be themselves at work.
We will be reviewing applications on a rolling basis and reserve the right to close applications early.