Director, Client Experience

Harbor IT

Director of Client Experience overseeing client success and retention strategies at Harbor IT. Driving operational excellence and talent management in a managed services environment.

Posted 5/13/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Directly manage all POD-CIOs and Client Success Managers across Harbor IT's Shuttle structure
Set clear performance expectations for each direct report; hold them accountable to individual KPIs on a monthly cadence
Conduct structured 1:1s, performance reviews, and development conversations — proactively, not reactively
Make fast, independent hiring and termination decisions; do not tolerate sustained underperformance
Build the bench: identify future POD-CIO and CSM candidates, develop internal talent, and maintain a pipeline
Serve as the operational owner of the Recontracting Execution phase following every acquisition
Coordinate POD-CIOs and exec sponsors through client outreach, objection handling, and agreement closure
Own GRR at 90%+ and NRR at 107%+ across the full client portfolio
Monitor client health across all PODs; flag at-risk accounts early and deploy mitigation plans before churn becomes a conversation
Step directly into high-stakes client situations — escalations, churn risks, exec relationship issues — as the senior Harbor IT representative

Requirements

What you’ll need

8+ years of progressive leadership in client success, account management, or managed services delivery
Demonstrated experience managing multi-level teams (managing managers preferred)
Proven ownership of GRR and NRR at a portfolio level — with specific numbers to back it up
Experience in PE-backed or hypergrowth companies strongly preferred
MSP, managed services, or professional services background preferred
Post-acquisition recontracting or client integration experience a significant plus
Familiarity with PSA tools (ConnectWise preferred) and CRM systems (HubSpot preferred)
Comfortable with data — knows how to read a portfolio health dashboard and act on it
Strong executive presence and communication skills across audiences

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Professional development opportunities
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client success managementaccount managementmanaged services deliveryperformance managementKPI accountabilityportfolio health monitoringdata analysisrecontracting executionobjection handlingchurn mitigation

Soft Skills

leadershipcommunicationexecutive presenceteam managementproblem-solvingrelationship managementstrategic thinkingdecision makingperformance coachingclient engagement