Director, Client Experience
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Job Description
Director of Client Experience overseeing client success and retention strategies at Harbor IT. Driving operational excellence and talent management in a managed services environment.
Responsibilities:
- 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:
- 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:
- Health insurance
- 401(k) matching
- Flexible work hours
- Professional development opportunities
- Remote work options
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