Field Technician I
Harbor IT, LLC
Client Success Manager - Central Washington Territory
Harbor IT, LLC· Managed Services
About this role
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.
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.
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.
Frequently Asked Questions
Is the salary disclosed for the Client Success Manager - Central Washington Territory position at Harbor IT, LLC?
The salary for this Client Success Manager - Central Washington Territory role at Harbor IT, LLC is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Client Success Manager - Central Washington Territory position at Harbor IT, LLC located?
This Client Success Manager - Central Washington Territory role at Harbor IT, LLC is based in Ellensburg, WA. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Client Success Manager - Central Washington Territory role at Harbor IT, LLC full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Client Success Manager - Central Washington Territory role in the Managed Services department at Harbor IT, LLC.
Which team or department does the Client Success Manager - Central Washington Territory at Harbor IT, LLC belong to?
This Client Success Manager - Central Washington Territory position is part of the Managed Services department at Harbor IT, LLC. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Client Success Manager - Central Washington Territory position at Harbor IT, LLC?
Click the "Apply Now" button on this page. You will be redirected to Harbor IT, LLC's official application portal hosted on rippling where you can submit your application directly.
When was the Client Success Manager - Central Washington Territory job at Harbor IT, LLC posted?
This Client Success Manager - Central Washington Territory position at Harbor IT, LLC was posted on Aug 21, 2026. Apply as soon as possible — early applications are often reviewed first.
Client Success Manager - Central Washington Territory
Harbor IT, LLC
You'll be redirected to Harbor IT, LLC's official application page on rippling.