Head of Customer Delivery

<p><strong>ABOUT HARBOR LAB </strong></p><p>Founded in 2020 in Greece, Harbor Lab is a fast-growing B2B maritime tech company on a mission to simplify and optimize port cost management. Our end-to-end, <strong>AI-powered SaaS platform</strong> transforms how Shipowners and Shipmanagers handle Disbursement Accounts (DAs), bringing automation, real-time data, control and transparency to one of the most complex and costly parts of global shipping.</p><p>But we don’t stop there. Harbor Lab also powers a thriving <strong>Marketplace</strong>, connecting Principals with a global network of vetted Port Agents and Vendors.</p><p>At Harbor Lab, <strong>people come first</strong>. Our culture is anchored in ambition, trustworthiness, genuine care, and agility—values we bring to every interaction with our customers and our team. We're proud to be consistently recognized as a <strong>Best Workplace</strong> (2021, 2022, 2023) and recently certified as a <strong>Great Place to Work (2024)</strong>.</p><p>If you're looking to make a global impact, grow alongside passionate peers, and shape the future of maritime innovation—we’d love to meet you.</p><p> </p><p><strong>ABOUT THE ROLE </strong></p><p>As <strong>Head of Customer Delivery</strong>, you will own the customer journey from onboarding through adoption, value realization, and renewal partnership (commercial ownership remains with Sales). You’ll lead a team of Customer Success Managers and Onboarding Project Managers, design scalable delivery and success frameworks, and drive retention and adoption across our client base.</p><p>This is a strategic yet hands-on leadership role, reporting to the Chief Customer and Operations Officer (CCOO) and collaborating closely with Sales, Product, and Operations.</p><p></p><p><strong>WHAT YOU WILL BE DOING </strong></p><ul><li>Lead, mentor, and grow a high-performing team of CSMs and Onboarding PMs.</li><li>Design and implement scalable processes for onboarding, adoption, and customer engagement.</li><li>Build and maintain strong relationships with senior client stakeholders, especially across key accounts.</li><li>Serve as the escalation point for complex or high-impact customer issues, working cross-functionally to drive resolution and maintain trust.</li><li>Ensure customers achieve time-to-value quickly and drive deep product adoption.</li><li>Partner with Sales on renewal and expansion strategy, focusing on customer outcomes.</li><li>Develop customer health scoring, reporting, and success metrics to identify risks and opportunities.</li><li>Champion the voice of the customer across HarborLab — influencing product roadmap and operational improvements.</li><li>Build customer advocacy programs, including case studies and satisfaction initiatives.</li><li>Manage client demands with cost-efficiency and scalability in mind, balancing high service standards with sustainable delivery.</li></ul><p><strong>Requirements</strong></p><p><strong>WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE </strong></p><ul><li>7–10+ years of experience in B2B SaaS Customer Success, Implementation, or Account Management, including 3+ years in a leadership role.</li><li>Proven experience building and scaling Customer Success or Delivery teams and processes in a growth-stage SaaS company.</li><li>Strong understanding of land-and-expand models and customer lifecycle management.</li><li>Excellent leadership, communication, and stakeholder management skills.</li><li>Data-driven mindset with experience using CS metrics (NRR, GRR, TTV, churn).</li><li>Comfortable working cross-functionally with Sales, Product, and Operations.</li><li>Familiarity with maritime, logistics, or operations SaaS is a plus.</li></ul><p></p><p><strong>SUCCESS IN THIS ROLE MEANS:</strong></p><ul><li>Gross Revenue Retention (GRR) &gt;90%</li><li>Net Revenue Retention (NRR, in collaboration with Sales) &gt;110%</li><li>Time-to-Value reduced quarter over quarter</li><li>High customer satisfaction (CSAT &gt;4.5 / NPS &gt;50)</li><li>Scalable CS processes ready to support 2× customer growth</li><li>Cost-to-Serve optimized and improving over time</li></ul><p><strong>Benefits</strong></p><p><strong>WHAT WE OFFER </strong></p><ul><li>Attractive compensation package based on experience and skillset </li><li>30 days of paid annual leave </li><li>Comprehensive private health insurance coverage for your entire family </li><li>Hybrid way of work  </li><li>Yoga classes, Life Coach, Running Coach and Kick-Boxing Sessions </li><li>Cool start-up environment (with swag, and much more) </li></ul><p> </p><p>*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. </p><p>**Harbor Lab collects and processes