Director, MSP Success

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, MSP Success based in the United States.** The Director, MSP Success will lead the development and operationalization of a scalable managed services growth model. This strategic role translates business priorities into customer lifecycle frameworks, operating models, and actionable roadmaps. You will coordinate cross-functional teams spanning Product, Sales, Marketing, Services, Support, Operations, and Customer Success. The position will establish the governance, metrics, processes, and technologies needed to measure and improve customer outcomes. You will work closely with executive leadership to turn long-term growth strategies into practical programs and capabilities. The environment is fast-paced, highly collaborative, and focused on building new business capabilities from the ground up. This is a remote opportunity for a strategic, execution-oriented leader comfortable navigating ambiguity and driving large-scale transformation. ### Accountabilities - Translate strategic priorities into enterprise-wide initiatives, business capabilities, operating models, and execution roadmaps. - Lead cross-functional alignment across Product, Sales, Marketing, Services, Support, Operations, and Customer Success teams. - Establish governance models, decision-making frameworks, milestones, and accountability structures that support scalable execution. - Serve as the central program leader for customer lifecycle transformation and managed services initiatives. - Define KPIs, customer health indicators, operational metrics, and executive dashboards to measure lifecycle performance. - Develop reporting frameworks that provide visibility into customer outcomes, adoption, retention, expansion, and operational efficiency. - Create executive business reviews and strategic planning processes that support data-informed investment decisions. - Evaluate lifecycle programs and continuously optimize operating models based on performance data and customer insights. - Lead adoption of new processes, technologies, operating models, and ways of working across the organization. - Align stakeholders around shared objectives, priorities, execution plans, and measurable outcomes. - Identify organizational gaps, operational risks, and capability requirements that could affect managed services growth. - Act as a catalyst for change, moving strategic initiatives from initial concept through implementation and ongoing optimization. - Partner with executive leadership to define and operationalize the long-term managed services growth strategy. - Leverage AI, automation, analytics, and digital technologies to improve operational performance and customer lifecycle management. ## Requirements - 7+ years of experience in business transformation, customer lifecycle strategy, customer operations, program management, professional services, customer success, or a related discipline. - Demonstrated experience building and scaling new business models, operating frameworks, or growth programs within high-growth technology organizations. - Proven success developing innovative Customer Success solutions for managed service providers (MSPs). - Experience working with MSPs serving SMB, multi-dwelling/multifamily, venue, and/or hospitality markets is preferred. - Strong strategic planning, program leadership, and stakeholder management capabilities, including experience influencing large cross-functional organizations. - Expertise in designing operating models, organizational structures, customer journeys, and go-to-market execution frameworks. - Knowledge of Wi-Fi, roaming, networking, network operations and management, mobile applications and portals, and property management systems. - Strong communication, collaboration, organizational, and program management skills. - Experience applying AI, automation, analytics, and digital technologies to support operational transformation. - Builder mentality with a strong focus on execution and the ability to create new capabilities from the ground up. - Comfortable working in ambiguous, rapidly changing environments while maintaining strategic focus and operational discipline. ## Benefits - Remote position based in the United States. - Annual base salary range of **$133,200–$272,600**, depending on geographic location, with ranges including: - **San Francisco Bay Area:** $170,200–$272,600. - **Select U.S. metros and states:** $148,000–$237,000. - **Other U.S. locations:** $133,200–$213,300. - Potential eligibility for additional bonus compensation. - Opportunity to participate in strategic growth initiatives and build new business capabilities. - High-impact leadership role with significant cross-functional and executive exposure. - Opportunity to work with AI, automation, analytics, and digital technologies. - Remote flexibility within the United States. - Collaborative environment focused on innovation, transformation, and customer outcomes. - Opportunities to shape customer lifecycle strategy and managed services operations at scale.