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Lauren Harris

@laurenharris2

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I build scalable customer success operations, improving service outcomes across SaaS and marine technology.

United States

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What I'm looking for

I'm looking to lead scalable customer success and operations programs, improve customer experience through measurable processes, and partner cross-functionally to strengthen retention, onboarding, and service delivery.

At Vessel Vanguard, I lead success operations across onboarding, customer engagement, retention, support, and company-wide process development. I prepare executive and Board reporting while managing an international vessel setup team and onboarding leadership.

I re-established direct relationships with approximately 370 customers and introduced a formal CSAT program that reached approximately 80% satisfaction within three months. I also built lifecycle, churn-risk, retention, offboarding, and HubSpot data-governance practices.

Previously, at Seakeeper Ride, I improved response times by 30% and reduced resolution duration by 40% through process redesign and KPI governance. My work spans enterprise onboarding, global partner operations, compliance, reporting, and scaling destination programs.

Experience

Work history, roles, and key accomplishments

Current

Director of Operations

Current

Vessel Vanguard

Aug 2026 - Present (1 month)

Lead five direct reports, overseeing priorities, quality, and performance across a distributed workforce. Prepare executive- and Board-level operational reporting and design company-wide operating processes.

Leadership Operations Management Process Design Reporting Cross Functional Collaboration

Head of Customer Success

Vessel Vanguard

May 2026 - Aug 2026 (3 months)

Re-established relationships with approximately 370 customers and implemented a formal CSAT measurement program, achieving an approximately 80% satisfaction rate. Built scalable customer lifecycle and CRM governance practices.

Customer Success CSAT CRM HubSpot Customer Lifecycle Management Governance

Customer Support Manager

Seakeeper Ride

Jan 2022 - Jan 2026 (4 years)

Led global service operations supporting OEMs, dealers, and marine partners. Improved response times by 30% and reduced resolution duration by 40% through process redesign and KPI governance.

Customer Support Operations KPI Management ERP Call Center Platforms Compliance Reporting

Client Success Manager

Accesso

Jan 2021 - Jan 2022 (1 year)

Led enterprise client onboarding and implementation for ski resorts and museums. Expanded recurring revenue through strategic account development and coordinated cross-functional teams for platform adoption.

Client Success Onboarding Account Management Cross functional Coordination Revenue Growth

Senior Regional Operations Manager

Leisure Pass Group (Go City)

Jan 2015 - Jan 2020 (5 years)

Launched and scaled destination programs in multiple cities, managing operational relationships with 50+ attraction partners per market. Led partner onboarding, contract compliance, and operational training.

Operations Management Partnership Management Onboarding Contract Compliance Training Data Analysis