Client Success Manager
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Harbor IT
US
Summary
The Client Success Manager acts as a trusted advisor responsible for retaining, supporting, and growing the client base. Key duties include leading onboarding, managing renewals, conducting business reviews, and identifying expansion opportunities.
Job Description
Role Summary
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.
Advocacy & Feedback: Manage NPS campaigns, capture feedback, identify promoters for case studies, and conduct in-depth reviews of client concerns.
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.
90K - 110K base salary
Harbor IT helps organizations secure, operate, and scale through integrated IT, cybersecurity, AI, and cloud services. As a cyber-first technology partner, we serve businesses operating in complex, highly regulated, and mission-critical environments where uptime, security, and resilience directly impact success.
We bring together strategic advisory, engineering expertise, and 24/7 operational support under one roof, giving clients a single partner accountable for technology outcomes. Harbor specializes in supporting healthcare, life sciences, critical infrastructure, manufacturing, agriculture, transportation, oil and gas, and private equity-backed organizations facing unique operational and cybersecurity challenges.
Our cyber-first approach, deep technical specialization, and commitment to long-term client partnerships help organizations reduce risk, strengthen security, and accelerate growth.
Harbor IT is proud to be ranked#32 on the 2026 MSP 501, recognizing the world's top managed service providers.
Founded
1995
Company size
201-500 employees
Industry
Information Technology & Services
Org type
Privately Held
Headquarters
New York, NY
Harbor IT helps organizations secure, operate, and scale through integrated IT, cybersecurity, AI, and cloud services. As a cyber-first technology partner, we serve businesses operating in complex, highly regulated, and mission-critical environments where uptime, security, and resilience directly impact success.
We bring together strategic advisory, engineering expertise, and 24/7 operational support under one roof, giving clients a single partner accountable for technology outcomes. Harbor specializes in supporting healthcare, life sciences, critical infrastructure, manufacturing, agriculture, transportation, oil and gas, and private equity-backed organizations facing unique operational and cybersecurity challenges.
Our cyber-first approach, deep technical specialization, and commitment to long-term client partnerships help organizations reduce risk, strengthen security, and accelerate growth.
Harbor IT is proud to be ranked#32 on the 2026 MSP 501, recognizing the world's top managed service providers.
Founded
1995
Company size
201-500 employees
Industry
Information Technology & Services
Org type
Privately Held
Headquarters
New York, NY
