Head of Customer Delivery

About Harbor LabFounded 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,AI-powered SaaS platformtransforms 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.But we don't stop there. Harbor Lab also powers a thrivingMarketplace, connecting Principals with a global network of vetted Port Agents and Vendors.At Harbor Lab,people come first. 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 aBest Workplace(2021, 2022, 2023) and recently certified as aGreat Place to Work (2024).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.About The RoleAsHead of Customer Delivery, 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.This is a strategic yet hands-on leadership role, reporting to the COO and collaborating closely with Sales, Product, and Operations.What You Will Be DoingLead, mentor, and grow a high-performing team of CSMs and Onboarding PMsDesign and implement scalable processes for onboarding, adoption, and customer engagementEnsure customers achieve time-to-value quickly and drive deep product adoptionPartner with Sales on renewal and expansion strategy, focusing on customer outcomesDevelop customer health scoring, reporting, and success metrics to identify risks and opportunitiesChampion the voice of the customer across HarborLab — influencing product roadmap and operational improvementsBuild customer advocacy programs, including case studies and satisfaction initiativesManage client demands with cost-efficiency and scalability in mind, balancing high service standards with sustainable deliveryBuild and maintain strong relationships with senior client stakeholders, especially across key accountsServe as the escalation point for complex or high-impact customer issues, working cross-functionally to drive resolution and maintain trustRequirementsWE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE7-10+ years of experience in B2B SaaS Customer Success, Implementation, or Account Management, including 3+ years in a leadership roleProven experience building and scaling Customer Success or Delivery teams and processes in a growth-stage SaaS companyStrong understanding of land-and-expand models and customer lifecycle managementExcellent leadership, communication, and stakeholder management skillsData-driven mindset with experience using CS metrics (NRR, GRR, TTV, churn)Comfortable working cross-functionally with Sales, Product, and OperationsFamiliarity with maritime, logistics, or operations SaaS is a plusSUCCESS IN THIS ROLE MEANS:Gross Revenue Retention (GRR) >90%Net Revenue Retention (NRR, in collaboration with Sales) >110%Time-to-Value reduced quarter over quarterHigh customer satisfaction (CSAT >4.5 / NPS >50)Scalable CS processes ready to support 2× customer growthCost-to-Serve optimized and improving over timeBenefitsWHAT WE OFFERAttractive compensation package based on experience and skillset30 days of paid annual leaveComprehensive private health insurance coverage for your entire familyHybrid way of workYoga classes, Life Coach, Running Coach and Kick-Boxing SessionsCool 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 lawsHarbor 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 If you are applying to this job post, then we assume that you have the legal right to work in the EU