Client Success Manager

Company Overview: 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. 

Position Overview: As a Harbor IT Client Success Manager, you will focus on retaining, supporting, and growing a portfolio of strategic voice and UCaaS clients. This role collaborates closely across sales, engineering, support, and vendor partners to deliver measurable value, protect recurring revenue, and drive long-term client success.

The CSM serves as a trusted advisor for Harbor IT’s most critical voice accounts, guiding clients from onboarding and stabilization through optimization, renewal, and expansion. You will own client satisfaction, contract renewals, churn prevention, and portfolio growth.

In this role, you are the primary voice subject-matter expert and relationship owner, responsible for translating technical expertise into business outcomes.

Key Responsibilities

Client Relationship Management

• Build and maintain strong, trusted relationships with key stakeholders and executive sponsors.

• Serve as the primary point of contact for assigned voice and UCaaS clients.

• Develop a deep understanding of each client’s business, priorities, and risk profile.

• Lead new clients through onboarding, stabilization, and adoption.

• Conduct structured Quarterly and Executive Business Reviews (QBRs/EBRs).

• Establish and track measurable objectives tied to client outcomes.

• Maintain accurate documentation and activity records in CRM and service platforms.

Voice & UCaaS Advisory Leadership

• Provide consultative guidance on platforms such as Zoom Phone, Dialpad, RingCentral, Microsoft Teams Voice, and Intermedia.

• Advise clients on SIP, QoS, routing, IVR, porting, E911, number management, and integrations.

• Support voice migrations, upgrades, and optimization initiatives.

• Partner with engineering teams and vendors to resolve complex issues.

• Stay current on vendor roadmaps, pricing models, and competitive offerings.

Client Retention & Account Growth

• Own the renewal process and ensure contracts are closed at least 60 days prior to expiration.

• Maintain gross churn at or below 5% through proactive risk management.

• Identify and execute expansion opportunities including licenses, features, locations, and contact center solutions.

• Generate incremental revenue through disciplined account planning.

• Collaborate with Sales to advance expansion and cross-sell initiatives.

• Protect margin while delivering client value.

Client Advocacy & Feedback

• Act as the primary advocate for clients within Harbor IT.

• Manage NPS and satisfaction initiatives to drive engagement.

• Capture, analyze, and escalate client feedback.

• Lead recovery plans for at-risk accounts.

• Identify promoters for references, case studies, and testimonials.

Risk Management & Escalation Ownership

• Monitor account health indicators including ticket volume, usage, sentiment, and adoption.

• Detect early churn and dissatisfaction signals.

• Lead Quality Improvement Plans (QIPs) when required.

• Take full ownership of escalations and service disruptions.

• Coordinate post-incident reviews and remediation plans.

Departmental KPIs

• Portfolio Net Uplift (PNU) greater than 10%

• Gross controllable churn less than 5%

• Renewal rate of 90%+

• Expansion revenue ≥15% of portfolio MRR per quarter

• CSAT ≥4.5/5

• 90%+ of portfolio in “Good” or “Average” health status

What You Bring

• Strong passion for delivering high-impact client experiences.

• Deep understanding of UCaaS and voice technologies.

• Ability to connect technology solutions to business outcomes.

• Proven success building and retaining long-term client relationships.

• High ownership mentality and accountability.

• Strong commercial instincts and revenue awareness.

• Exceptional attention to detail and follow-through.

• Calm, confident approach in high-pressure situations.

• Curiosity and commitment to continuous learning.

• Collaborative mindset with high integrity.

Requirements

• 3+ years of experience in client success, account management, or customer-facing roles in MSP, telecom, or UCaaS environments.

• Hands-on experience supporting and managing voice platforms.

• Working knowledge of LAN/WAN, VLANs, SD-WAN, and QoS concepts.

• Experience in MSP, VAR, or channel partner environments.

• Demonstrated ownership of renewals and retention.

• Track record of saving at-risk accounts and growing revenue.

• Excellent written, verbal, and executive communication skills.

• Ability to manage multiple complex accounts simultaneously.

Benefits

• Competitive salary commensurate with experience and performance

• Comprehensive health, dental, and vision insurance

• 401(k) retirement plan with company match

• Unlimited Paid time off and holidays

• Professional development and certification support

• Career advancement within Harbor IT’s voice practice