Client Success Manager - Central Washington Territory
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
This role supports clients throughout Wenatchee, Selah and Yakima, Washington with on-site client visits required. Candidates should be comfortable traveling through the assigned territory as needed.
The Client Success Manager (CSM) is the trusted advisor and face of the company.Youwillfocusonretaining,supporting,andgrowingourcurrent 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
RelationshipManagement: Serveasthemainpointofcontact,navigate products/services, and track measurable objectives. Conduct regular Executive Business Reviews (EBRs) with key stakeholders.
Onboarding&Service: Leadnewclientsthroughonboarding.Actasa subject matter expert on service delivery and current solution offerings.
Retention&Growth: Owntherenewalprocesstomaximizecontractvalue. 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, identifypromotersforcasestudies,andconductin-depthreviewsofclient concerns.
Success Measures (Departmental KPIs)
Portfolio Net Uplift (PNU) greater than 10% (MRR increases and renewals).
Total"controllable"churnandcompressionlessthan5%.
90% of client portfolio maintained in "good" or "average" health status.
Requirements & What You Bring
Experience: 3+yearsinclientsuccessoraccountmanagement,ideally within MSPs, cybersecurity, or IT verticals.
Skills: Proventrackrecordofturningdetractorsintoadvocates,drivingclient results, and navigating complex organizations.
Attributes: Proactivemindset,calmunderpressure,team-oriented, resourceful, high integrity, and excellent attention to detail.
Benefits
Competitivesalarycommensuratewithexperience
- Comprehensivehealth, dental, and vision insurance
- 401(k) retirement plan with company match
- Unlimited paid time off and holidays
- Professional development opportunities.