Client Success Manager
Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.
Role Summary
The Client Success Manager (CSM) is the trusted advisor and face of the company. You will focus on retaining, supporting, and growing our current client base. Collaborating across internal teams, you will guide clients from sales handover through onboarding, service optimization, and ongoing expansion-ultimately driving positive business outcomes and long-lasting partnerships.
Key Responsibilities
Relationship Management: Serve as the main point of contact, navigate products/services, and track measurable objectives. Conduct regular Executive Business Reviews (EBRs) with key stakeholders.
Onboarding & Service: Lead new clients through onboarding. Act as a subject matter expert on service delivery and current solution offerings.
Retention & Growth: Own the renewal process to maximize contract value. Proactively manage at-risk profiles with Quality Improvement Plans (QIPs). Identify "white space" expansion opportunities to drive additional revenue.
Advocacy & Feedback: Manage NPS campaigns, capture feedback, identify promoters for case studies, and conduct in-depth reviews of client concerns.
Success Measures (Departmental KPIs)
Portfolio Net Uplift (PNU) greater than 10% (MRR increases and renewals).
Total "controllable" churn and compression less than 5%.
90% of client portfolio maintained in "good" or "average" health status.
Requirements & What You Bring
Experience: 3+ years in client success or account management, ideally within MSPs, cybersecurity, or IT verticals.
Skills: Proven track record of turning detractors into advocates, driving client results, and navigating complex organizations.
Attributes: Proactive mindset, calm under pressure, team-oriented, resourceful, high integrity, and excellent attention to detail.
Benefits
Competitive salary commensurate with experience
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Unlimited paid time off and holidays
- Professional development opportunities.
90K - 110K base salary