Director, MSP Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Convert strategic priorities into enterprise-wide initiatives, business capabilities, and operational roadmaps.

• Foster cross-functional alignment among Product, Sales, Marketing, Services, Support, Operations, and Success teams.

• Develop governance models, decision-making frameworks, milestones, and accountability structures that facilitate execution at scale.

• Act as the primary coordinator and program leader for customer lifecycle transformation initiatives.

• Establish KPIs, health indicators, operational metrics, and executive dashboards to gauge lifecycle performance.

• Create reporting frameworks that enhance visibility into customer outcomes, operational efficiency, adoption, retention, and expansion.

• Prepare executive business reviews and strategic planning processes that inform investment choices.

• Evaluate the effectiveness of lifecycle programs and continuously enhance them based on data-driven insights.

• Spearhead the adoption of new operating models, processes, technologies, and methods of working.

• Align stakeholders from various organizations around shared objectives and execution plans.

• Identify organizational deficiencies, operational risks, and capability needs that impact MSP growth.

• Serve as a catalyst for change, transforming strategic initiatives from concept into execution.

• Collaborate with executive leadership to define and implement the long-term MSP growth strategy.

⛳️ Requirements

• Over 7 years of experience in business transformation, customer lifecycle strategy, customer operations, program management, professional services, customer success, or related fields.

• Proven success in building and scaling new business models, operating frameworks, or growth initiatives within high-growth technology companies.

• A strong track record of developing innovative Customer Success solutions for MSPs.

• Experience with MSPs targeting the SMB, Multi-Dwelling Units (Multifamily), Venue, and/or Hospitality sectors is preferred.

• Strong strategic planning and program leadership skills with experience influencing large cross-functional organizations.

• Expertise in designing operating models, organizational structures, customer journeys, and go-to-market execution frameworks.

• Relevant knowledge of WiFi, roaming, networking, operations and management, mobile applications and portals, and property management systems.

• Excellent communication, collaboration, and program management abilities.

• Experience utilizing AI, automation, analytics, and digital technologies to drive operational transformation.

• A builder mentality with a focus on execution, comfort with ambiguity, and a passion for developing new capabilities from the ground up.

🏝️ Benefits

• Eligibility for bonuses.

• Comprehensive benefits package (details available via linked benefits information).