We built the tool we wanted when we ran customer success teams.

How it started

In 2018 Maya Okafor was running customer success at a 900-person HR software company. Her team had a health score, a CRM full of fields and a quarterly churn number that kept surprising everyone. The health score was a formula someone had written years earlier. Nobody could say why an account was red, so nobody acted on it.

She spent a quarter rebuilding the score by hand in a spreadsheet, using only the signals that her last two years of renewals said actually mattered. It predicted churn far better than the old one. It also took a day a week to maintain, and it broke every time the product changed.

Maya and Daniel Reyes, an engineer she had worked with for six years, started Harbor Desk in 2019 to make that spreadsheet a product: a score that shows its working, actions that fire when it changes, and business reviews built from the same data. Our first customer was Tidewater Freight. They are still a customer.

Our mission

Help customer success teams keep the customers they have earned. We think most churn is visible months before it happens, and that the job of software is to make it visible early enough to do something about it.

What we value

• Show the working. A score, a forecast or a recommendation that can't explain itself doesn't ship.
• Fewer, better alerts. Every alert costs a CSM's attention. We'd rather send one that matters than five that don't.
• Numbers over adjectives. We say "18% lower churn", not "dramatically better retention". The same goes for how we report on ourselves.
• Customers stay because they want to. Annual contracts, no lock-in on your data, and an export button that works.