Harbor IT
Client Success Manager
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 9h ago · Found 9h ago
First listed today.
Salary
Not stated
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $95k–$150k a year, a typical range taken from 188 mid-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote (United States)"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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.
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
Requirements
- ·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.
- ·90K - 110K base salary
Benefits
- ·90K - 110K base salary
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Harbor IT, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 9h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $95k to $150k per year · You'll be taken to the employer's careers page.