| Location | Ellensburg, Washington |
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.Youwillfocusonretaining,supporting,andgrowingourcurrent 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
RelationshipManagement:Serveasthemainpointofcontact,navigate products/services, and track measurable objectives. Conduct regular Executive Business Reviews (EBRs) with key stakeholders.
Onboarding&Service:Leadnewclientsthroughonboarding.Actasa subject matter expert on service delivery and current solution offerings.
Retention&Growth:Owntherenewalprocesstomaximizecontractvalue. 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, identifypromotersforcasestudies,andconductin-depthreviewsofclient concerns.
Success Measures (Departmental KPIs)
Portfolio Net Uplift (PNU) greater than 10% (MRR increases and renewals).
Total"controllable"churnandcompressionlessthan 5%.
90% of client portfolio maintained in "good" or "average" health status.
Requirements & What You Bring
Experience:3+yearsinclientsuccessoraccountmanagement,ideally within MSPs, cybersecurity, or IT verticals.
Skills:Proventrackrecordofturningdetractorsintoadvocates,drivingclient results, and navigating complex organizations.
Attributes:Proactivemindset,calmunderpressure,team-oriented, resourceful, high integrity, and excellent attention to detail.
Benefits
Competitivesalarycommensuratewithexperience•Comprehensivehealth, dental, and vision insurance • 401(k) retirement plan with company match • Unlimited paid time off and holidays • Professional development opportunities.