Client Success Manager - Central Washington Territory

Harbor IT•Ellensburg, WA

2d•Hybrid

About The Position

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.

Requirements

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

Serve as the main point of contact, navigate products/services, and track measurable objectives.
Conduct regular Executive Business Reviews (EBRs) with key stakeholders.
Lead new clients through onboarding.
Act as a subject matter expert on service delivery and current solution offerings.
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.
Manage NPS campaigns, capture feedback, identify promoters for case studies, and conduct in-depth reviews of client concerns.