Director, MSP Success

About the role

For our client, we are seeking a Director, MSP Success to join the team of a leader in the Telecommunications & Hardware space. This role will guide the strategic execution of customer lifecycle and business transformation initiatives that support growth across the managed service provider channel. The Director will partner closely with cross-functional leaders to align priorities, establish governance, and turn strategy into measurable operational outcomes. This position is well suited for someone who can design scalable operating models, strengthen reporting discipline, and improve the customer journey for a complex partner ecosystem. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Translate strategic priorities into actionable business initiatives
• Drive cross-functional alignment across multiple organizations
• Establish governance and accountability structures for execution
• Coordinate customer lifecycle transformation initiatives
• Define metrics for measuring lifecycle performance
• Develop reporting frameworks for operational efficiency
• Partner with leadership to define long-term MSP growth strategy

Qualifications

• 7+ years in business transformation, customer lifecycle strategy, or related fields
• Proven success in scaling business models within technology organizations
• Experience creating innovative customer success solutions for managed service providers
• Preferred background in managed service providers serving small and medium-sized businesses, multi-family units, and hospitality
• Expertise in designing operating models and customer journeys
• Strong communication and collaboration skills
• Experience with AI and digital technologies for operational transformation

Benefits

• Potential eligibility for performance bonuses
• Comprehensive healthcare plans
• Flexible work arrangements
• Paid time off and holidays
• Retirement savings plan options

Pay

$133,200 – $272,600 annually