Harbor IT · 16 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
3+ years expHarbor IT is a leading Managed Service Provider specializing in Cybersecurity, IT, and Cloud Services. The Client Success Manager will focus on retaining and growing the client base while serving as a trusted advisor, ensuring client satisfaction and driving business outcomes through effective relationship management.
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Hiring Manager
Micah Ralph
Responsibilities
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
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
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
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
Qualification
Required
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
Company
Harbor IT
We are not merely a provider that handles firewalls and answers calls.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$37M2006-09-11Acquired
2005-03-03Series C· $37M
Leadership Team
Greg Bertschmann
CEO & President
Michael Sullivan
Chief Operating Officer
Company data provided by crunchbase