Solution Outcome Management Leader @Advizex (Remote)

This is an opportunity to join a fast-growing Managed Services Provider. We are seeking a strategic and technically proficient Solution Outcome Management Leader to lead and scale our Managed Services Customer Success organization. This leader will be responsible for developing and executing a customer success strategy that drives customer retention, expansion, adoption, and overall customer value realization across our managed services portfolio., The ideal candidate has successfully built or transformed a Customer Success practice, possesses a strong technical background in IT infrastructure, cloud, networking, cybersecurity, or managed services, and has a proven ability to lead high-performing Customer Success Managers (CSMs). This individual will serve as a key liaison between customers, operations, service delivery, sales, and executive leadership to ensure exceptional customer outcomes and long-term partnerships., * Customer Success Leadership

• Build, develop, and lead a high-performing team of 5 to 10 Solution Outcome Managers supporting managed services customers.
• Establish the operating model, processes, and KPIs for the Solution Outcome Management organization.
• Create scalable customer lifecycle programs focused on onboarding, adoption, value realization, renewal, and expansion.

• Customer Retention & Growth

• Own customer retention, customer health, and account profitability.
• Develop executive-level relationships with key customer stakeholders.
• Identify and mitigate customer risk through proactive engagement and health monitoring.
• Partner with Sales and Account Management teams to uncover growth opportunities and support upsell and cross-sell initiatives.

• Practice Development

• Design and implement playbooks, customer health scoring models, and success plans.
• Develop customer segmentation and engagement strategies.
• Establish operational metrics, reporting, and dashboards to measure customer outcomes and team performance.
• Build scalable processes that support organizational growth.
• Lead business reviews, service reviews, and executive stakeholder meetings.

• Cross-Functional Leadership

• Act as the voice of the customer across the organization.

• Partner closely with: o Managed Service Delivery o Professional Services o Sales and Account Management o Executive Leadership

• Drive alignment between customer expectations and service delivery capabilities.

• Education: Bachelor's degree in Computer Science, Information Technology, Business, or a related field. Master's degree preferred.
• Experience:

• 10+ years of experience in Customer Success, Service Delivery, Account Management, Managed Services, or related customer-facing leadership roles.
• 5+ years of people leadership experience managing Customer Success Managers or other customer-facing teams.
• Proven experience building, scaling, or transforming a Customer Success practice.
• Prior hands-on technical experience in one or more of the following:
• Enterprise networking
• Cybersecurity
• Enterprise storage (SAN, NAS, software-defined storage)
• Virtualization (VMware, Nutanix, Hyper-V)
• Hyperconverged infrastructure (VxRail, Nutanix, PowerFlex)
• Database administration (Oracle, MS SQL, Postgres)
• Strong understanding of managed services delivery models, SLAs, recurring revenue businesses, and customer lifecycle management.
• Experience leading executive-level customer engagements and strategic business reviews.
• Demonstrated success driving customer retention, growth, customer satisfaction, and account profitability.

• Preferred:

• Experience working for a Managed Service Provider (MSP), technology services company, or IT consulting organization.
• ITIL, AWS, Azure, Cisco, Microsoft, or other relevant certifications.
• Experience with Customer Success platforms such as Gainsight, ChurnZero, Totango, or similar.
• Familiarity with PSA and ITSM platforms such as ServiceNow, ConnectWise, Autotask, HaloPSA, or similar.
• Experience managing enterprise and mid-market customer portfolios.

Be an Early Applicant Remote Hiring Remotely in USA 130K-150K Annually Expert/Leader Remote Hiring Remotely in USA 130K-150K Annually Expert/Leader Lead and scale the Managed Services Customer Success organization (5-10 managers). Build operating model, processes, KPIs, lifecycle programs (onboarding, adoption, value realization, renewal, expansion), drive retention, health monitoring, and account profitability, enable upsell/cross-sell, and align cross-functional teams to ensure strong customer outcomes and executive-level engagement. The summary above was generated by AI

This position will join the Advizex team, a Myriad360 company., * Company-subsidized medical benefits

• Dental and vision coverage offered
• 17 PTO days
• Flexible Work Arrangements
• Retirement Savings Plans
• Paid Long Term Disability
• Basic Life Insurance offered

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Advizex, a Myriad360 company, brings together over 50 years of innovation and client commitment. As part of Myriad360's growing portfolio, Advizex continues to operate with the same trusted expertise and customer-first philosophy-now strengthened by broader resources and reach. For over 50 years, Advizex has done more than simply keep pace with technology-it has helped organizations stay ahead of it. With deep, real-world experience across healthcare, education, government, manufacturing, and retail, Advizex delivers IT solutions that solve meaningful business challenges across infrastructure, cloud, cybersecurity, automation, and AI. This role will join the Advizex team and play a key part in continuing that legacy. Learn more about Advizex here!