Client Success Manager

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Harbor IT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1995

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $37M Series C on 2005-04

Consulting • Healthcare • Logistics

Harbor IT is a cyber-first managed services provider that delivers integrated IT, cybersecurity, and cloud services to organizations operating in complex, mission-critical, and regulated environments. They provide managed cybersecurity (including MDR), security awareness training, cyber governance and risk due diligence, managed IT helpdesk, server and network management, and managed cloud and infrastructure services. Harbor IT focuses on clients such as private equity-backed companies, healthcare & life sciences, critical infrastructure, and regulated professional services, emphasizing security, uptime, and enterprise value.

📋 Description

• Serve as the main point of contact for clients and navigate products and services • Track measurable client objectives • Conduct regular Executive Business Reviews 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 client profiles with Quality Improvement Plans • Identify white-space expansion opportunities to drive additional revenue • Manage NPS campaigns and capture client feedback • Identify promoters for case studies • Conduct in-depth reviews of client concerns • Drive client retention, service optimization, expansion, and positive business outcomes

🎯 Requirements

• 3+ years in client success or account management • Experience ideally within MSPs, cybersecurity, or IT verticals • Proven track record of turning detractors into advocates • Proven ability to drive client results • Ability to navigate complex organizations • Proactive mindset • Calm under pressure • Team-oriented • Resourceful • High integrity • Excellent attention to detail

🏖️ Benefits

• Comprehensive health, dental, and vision insurance • 401(k) retirement plan with company match • Unlimited paid time off and holidays • Professional development opportunities