Client Success Manager - Central Washington Territory

Harbor Networks, Inc.; Yakima (WA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Unlimited Paid Time Off

Professional development

Job summary

Harbor IT in Washington state seeks a Client Success Manager to support clients across Wenatchee, Selah and Yakima with on-site visits as needed. You will act as the trusted advisor, guiding onboarding, service optimization, and renewal management to retain and grow our current client base, while coordinating with internal teams to deliver measurable business outcomes.

Travel within the territory is expected to maintain strong relationships and ensure exceptional service delivery across the

Qualifications

• 3+ years in client success or account management, preferably in MSPs, cybersecurity, or IT.
• Ability to convert detractors into advocates and drive client outcomes.
• Proactive, calm under pressure, and detail oriented.

Responsibilities

• Build relationships as the main client contact, align services with objectives.
• Lead onboarding and ensure smooth service delivery across teams.
• Own renewals and identify upsell opportunities to grow account value.

Skills

Client success

Account management

MSP experience

CRM software

Tools

CRM software

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