Director, MSP Growth & Customer Lifecycle

Calix; San Jose (CA); On-site; USD 170,000 - 273,000; Full time

Benefits offered by this job

Bonus potential

Job summary

Calix is seeking a Director, MSP Success in the San Francisco Bay Area to design, orchestrate, and operationalize business systems for scaling MSP growth. You will translate strategy into an executable customer lifecycle model, aligning Product, Sales, Marketing, Operations, Support, Education, Services, and Renewals around a shared operating framework.

You will drive enterprise-wide initiatives, establish governance, and define KPIs to measure lifecycle performance, empowering data-driven

Qualifications

• 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, 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

Responsibilities

• Translate strategic priorities into enterprise-wide initiatives, business capabilities, and 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 the KPIs, health indicators, operational metrics, and executive dashboards that measure lifecycle performance.
• Develop reporting frameworks that provide visibility into customer outcomes, operational efficiency, adoption, retention, and expansion.
• Create executive business reviews and strategic planning processes that inform investment decisions.
• Measure the effectiveness of lifecycle programs and continuously optimize based on data-driven insights.
• Lead the 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 that may impact MSP growth.
• Act as a catalyst for change, ensuring strategic initiatives move from concept through execution.

Skills

Business transformation

Customer lifecycle

Program management

MSP experience

Cross-functional leadership

Growth strategy

Analytics & AI

Industry knowledge

Job description

Calix is seeking a Director, MSP Success in the San Francisco Bay Area to design, orchestrate, and operationalize business systems for scaling MSP growth. You will translate strategy into an executable customer lifecycle model, aligning Product, Sales, Marketing, Operations, Support, Education, Services, and Renewals around a shared operating framework.

You will drive enterprise-wide initiatives, establish governance, and define KPIs to measure lifecycle performance, empowering data-driven