Director, MSP Success

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $133.2k - $272.6k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Calix

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 $50M Venture Round on 2009-08

Telecommunications • SaaS • Enterprise

Calix is a comprehensive solutions provider that focuses on enabling broadband service providers (BSPs) to simplify, innovate, and grow their businesses. Through its advanced broadband platform, Calix offers technologies like 10G-PON, 5G, Wi-Fi 7, and more to improve network operations, reduce downtime, and enhance the subscriber experience. The company provides managed services such as SmartLife and SmartHome, which help subscribers operate, secure, and enhance their connected lifestyles. Calix serves diverse provider types including telcos, cable operators, and municipal utilities, helping them deliver critical broadband connectivity and transform community access to digital services. With a focus on cloud technology, analytics, and transformation guidance, Calix empowers service providers to thrive in the digital age.

📋 Description

• Translate strategic priorities into enterprise-wide initiatives, business capabilities, and operational roadmaps • Drive cross-functional alignment across Product, Sales, Marketing, Services, Support, Operations, and Success organizations • Establish governance models, decision frameworks, milestones, and accountability structures that enable execution at scale • Serve as the central coordinator and program leader for customer lifecycle transformation initiatives • Define KPIs, health indicators, operational metrics, and executive dashboards measuring lifecycle performance • Develop reporting frameworks providing visibility into customer outcomes, operational efficiency, adoption, retention, and expansion • Create executive business reviews and strategic planning processes informing investment decisions • Measure lifecycle program effectiveness and continuously optimize based on data-driven insights • Lead adoption of new operating models, processes, technologies, and ways of working • Align stakeholders across multiple organizations around common objectives and execution plans • Identify organizational gaps, operational risks, and capability requirements impacting MSP growth • Act as a catalyst for change, moving strategic initiatives from concept through execution • Partner with executive leadership to define and operationalize the long-term MSP growth strategy

🎯 Requirements

• 7+ years experience in business transformation, customer lifecycle strategy, customer operations, program management, professional services, customer success, or related functions • Demonstrated success building and scaling new business models, operating frameworks, or growth programs within high-growth technology organizations • Proven track record creating innovative Customer Success solutions for MSPs • Experience working with MSPs selling into the SMB, Multi-Dwelling Units (Multifamily), Venue and/or Hospitality space is preferred • Strong strategic planning and program leadership capabilities with experience influencing large cross-functional organizations • Expertise designing operating models, organizational structures, customer journeys, and go-to-market execution frameworks • Relevant knowledge of WiFi, roaming, networking, operations and management, mobile apps and portals, and property management systems • Strong communication, collaboration, and program management skills • Experience leveraging AI, automation, analytics, and digital technologies to drive operational transformation • Builder mentality with a bias toward execution, comfort navigating ambiguity, and passion for creating new capabilities from the ground up

🏖️ Benefits

• Bonus eligibility • Benefits package (details provided via linked benefits information)