Client Success Manager
Company Overview: 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.
Position Overview: As a Harbor IT Client Success Manager you will focus on retaining, supporting and growing the current client base. The CSM collaborates closely across all teams within the business to address client needs, advocate on their behalf, and drive renewals and growth. The CSM is a trusted advisor for Harbor IT clients, guiding them from sales handover through onboarding, to service optimization, and ongoing engagement and expansion. You will be instrumental in creating long-lasting partnerships and responsible for driving positive business outcomes for our clients.
In turn, the CSM’s are the face of Harbor IT, representing all our teams, to our existing clients. CSM’s should be subject matter experts at understanding our service delivery process and procedures, describing our current solution offerings, and uncovering client needs to create opportunities for expansion and ultimately a successful partnership throughout the entire client journey.
Key Responsibilities:
Client Relationship Management:
• Build and maintain meaningful relationships by fostering trust and loyalty across client accounts.
• Serve as a main point of contact to our clients, by helping them navigate and leverage Harbor IT products and services to best meet their needs.
• Work with clients to establish and track measurable objectives using Harbor IT solutions.
• Meet with clients on regular cadences to understand their business objectives.
• Build trusted relationships with key stakeholders within each existing account to drive engagement.
• Conduct regular Executive Business Reviews with our clients.
• Lead new clients through the onboarding process.
• Tracking and updating activity in our CRM system.
Client Retention & Account Growth:
• Proactively manage the At-Risk profile amongst client base and run Quality Improvement Plans (QIPs) as required.
• Own the renewal process to maximize contract value.
• Increase client service portfolio by identifying “white space” opportunities within each client.
• Drive additional revenue through proactive relationship management.
• Collaborate with the Sales team to advance expansion opportunities.
Client Advocacy & Feedback:
• Manage NPS campaigns to drive participation and engagement.
• Act as a client advocate, capturing and relaying feedback to the Business.
• Conduct in-depth reviews of client concerns to improve their experience.
• Identify key client promoters for references, case studies, etc.
Departmental KPIs:
• Portfolio Net Uplift (PNU), which includes MRR increases and renewals, greater than 10%.
• Total “controllable” churn and compression less than 5%.
• 90% of client portfolio in a “good” or “average” health status.
What You Bring:
• A passion for delivering exceptional client experiences, with a focus on satisfaction and retention.
• Ability to understand clients’ business goals, anticipate needs, and identify innovative solutions.
• Proven skills in building and nurturing profitable client relationships.
• Excellent attention to detail.
• A proactive mindset, constantly seeking to drive internal improvements and growth.
• Calm and effective under pressure, with a positive approach to resolving challenges.
• Team-oriented, with high integrity, adaptability, and a commitment to supporting colleagues.
• Resourcefulness in finding solutions, even when answers aren’t immediately available.
Requirements:
- 3+ years of experience in client success or account management.
- Proven success in turning detractors into advocates and managing clients across multiple verticals.
- Strong track record of driving results for clients and the company.
- Excellent communication skills, especially in high-pressure situations.
- Ability to navigate complex organizations to accelerate engagement, foster collaboration, and promote growth.
- Self-motivated, empathetic, and focused on continued service improvement.
Benefits:
- Competitive salary commensurate with experience
- Comprehensive benefits package including health, dental, and vision insurance.
- 401(k) retirement plan with company match
- Paid time off and holidays
- Professional development opportunities