Director, MSP Success

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 delivers a broadband platform and managed services that enable our customers and partners to improve life one community at a time. We’re at the forefront of a once in a generational change in the industry and Calix is making strategic investments to establish MDU as a major growth engine and future billion-dollar business. To achieve this, Calix is forming a dedicated, cross-functional Managed Business team responsible for defining not only the market strategy, but the complete customer and operational models required to scale profitably. Join us as we innovate, help our customers/partners reach their potential, and connect with unrivaled digital experiences.

We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.

It is an exciting time to join Calix as we build a dedicated Managed Business team focused on turning strategic market opportunity into scalable growth. As the Director, MSP Success, you will serve as the strategic program leader responsible for designing, orchestrating, and operationalizing the business systems required to build and scale Calix's MSP growth engine. You will translate corporate strategy into an executable customer lifecycle model, aligning Product, Sales, Marketing, Operations, Support, Education, Services, and Renewals around a common operating framework.

Responsibilities

• 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 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
• Partner with executive leadership to define and operationalize the long-term MSP growth strategy.

Required 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 (Mult-family), 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

San Francisco Bay Area

170,200 - 272,600 USD Annual

Select US Metros And States

148,000 - 237,000 USD Annual

Other US Locations:

133,200 - 213,300 USD Annual

As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.