Director Client Experience

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.

The Director of Client Experience (D-CX) is Harbor IT's most senior client-facing leadership role below the President. This individual owns the entire client experience organization every POD-CIO, every Client Success Manager, every recontracting conversation, and every retention outcome. They are the standard-setter for how Harbor IT shows up for its clients at scale. 

This is an operator's role, not a strategist's role. The Director of CX builds team rhythm, makes fast talent decisions, steps directly into high-stakes client situations, and drives post-acquisition recontracting from integration through signed agreements. They report directly to the President and are a critical part of Harbor IT's growth and exit strategy. 

KEY RESPONSIBILITIES 

People Leadership & Talent Management 

• 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 

• Mentor POD-CIOs in client strategy, escalation handling, and commercial execution 

Post-Acquisition Recontracting 

• 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 

• Track the recontracting pipeline on a weekly basis; report directly to the President with status and risks 

• Own walk-away and loss protocols for clients who decline recontracting; document all outcomes 

• Partner with the President, CTO, and M&A team during Pre-Integration and SysOps Sprint phases to prepare recontracting rubrics, client tiers, and executive sponsor assignments 

• Ensure opportunistic recontracting is executed where appropriate at the President's direction 

Client Retention & Revenue Performance 

• 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 

• Review POD-CIO and CSM KPIs monthly: PNU, controllable churn, portfolio health, PS quota attainment, and contract profitability 

• Step directly into high-stakes client situations — escalations, churn risks, exec relationship issues — as the senior Harbor IT representative 

• Oversee QBR/SBR execution across all PODs; ensure consistency, quality, and executive participation 

Operational Cadence & Standards 

• Establish and enforce the operating rhythm of the client experience org: team meetings, reporting cadences, escalation paths, and handoffs 

• Ensure onboarding quality, at-risk tracking, health scoring, and CRM hygiene are operating consistently across all PODs 

• Develop and maintain client experience playbooks, escalation frameworks, and recontracting rubrics 

• Ensure CSMs are trained on rubrics, workflows, and Harbor IT's service model following every acquisition 

• Contribute to Harbor IT's PSA hygiene, billing accuracy, and utilization standards by holding the team accountable to clean data inputs 

Cross-Functional Partnership