Client Success Manager - Central Washington Territory

Harbor Networks, Inc.; Ellensburg (WA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) retirement plan with company 40

Unlimited paid time off

Professional development opportunities

Job summary

Harbor IT in Central Washington is seeking a Client Success Manager to support Wenatchee, Selah and Yakima. Travel across the territory is required to visit clients on-site and ensure seamless service delivery as part of a growing MSP platform.

You will serve as the trusted advisor, guiding clients from onboarding through expansion, collaborating with internal teams to drive positive outcomes and long-lasting partnerships while maximizing renewal value.

Qualifications

• 3+ years in client success or account management, ideally within MSPs, cybersecurity, or IT verticals.
• Proven track record of turning detractors into advocates, driving client results, and navigating complex organizations.
• Proactive mindset, calm under pressure, team-oriented, resourceful, high integrity, and excellent attention to detail.

Responsibilities

• Relationship Management: main point of contact, navigate products/services, and conduct Executive Business Reviews (EBRs) with key stakeholders.
• Onboarding & Service: lead new clients through onboarding and act as 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 QIPs; identify white space expansion opportunities to drive revenue.

Skills

Relationship Management

Account Management

Client Advocacy

Cross-functional Collaboration

Job description

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. 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.

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