Client Success Manager - Central Washington Territory

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-lastingpartnerships.

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-depthreviewsofclientconcerns.

Success Measures (Departmental KPIs)

    Portfolio Net Uplift (PNU) greater than 10% (MRR increases andrenewals).

    Total"controllable"churnandcompressionlessthan 5%.

    90% of client portfolio maintained in "good" or "average" healthstatus.

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.

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.