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Harbor IT

Client Success Manager - Central Washington Territory

Harbor IT

Location
Onsite (Ellensburg, Washington)
Employment
Full-time
Level
Mid Level
Posted 3 days ago

About the Role

Harbor IT is a cyber-first technology partner seeking a Client Success Manager to serve as the primary advisor for clients in Central Washington. The role focuses on retaining, supporting, and growing the current client base through onboarding, service optimization, and strategic relationship management.

Skills

Relationship management Account management Client onboarding Service delivery Renewal management Revenue growth NPS management Executive business reviews Quality improvement plans Strategic planning Communication Problem solving Attention to detail Team collaboration

Benefits

  • Health insurance
  • Dental insurance
  • Vision insurance
  • 401(k)
  • Unlimited PTO

Perks

  • Professional development

Full job details

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. 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.