Solution Outcome Management Leader @Advizex (Remote)

Myriad360; Boston (MA); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Company-subsidized medical benefits

Dental and vision coverage

17 PTO days

Flexible Work Arrangements

Retirement Savings Plans

Paid Long Term Disability

Basic Life Insurance

Job summary

Advizex, a Myriad360 company, is seeking a strategic and technically proficient Solution Outcome Management Leader to scale the Customer Success organization. You will lead and evolve a team of 5–10 managers, define operating models, and drive health, retention, and expansion across the managed services portfolio.

The ideal candidate has 10+ years in customer success with hands-on IT infrastructure or security experience and a proven track record in executive-level engagements and

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, Business, or related field.
• Experience: 10+ years in customer success, service delivery, account management, or related leadership roles.
• 5+ years of people leadership managing CSMs or similar teams.
• Proven experience building or scaling a Customer Success practice.
• Hands-on technical experience: enterprise networking, cybersecurity, storage, virtualization, or related areas.

Responsibilities

• Lead a high-performing team of 5 to 10 Solution Outcome Managers.
• Define operating model, processes, and KPIs for the function.
• Develop scalable customer lifecycle programs (onboarding, adoption, value realization, renewal, expansion).
• Own customer retention, health, and profitability.
• Develop executive-level relationships with key stakeholders.
• Identify and mitigate customer risk through proactive engagement.

Skills

Customer Success Leadership

Strategic Planning

Cross-functional Leadership

Executive Engagements

IT Infrastructure Knowledge

Cybersecurity Knowledge

Managed Services

Education

Bachelor's degree in CS/IT/Business

Master's degree preferred

Tools

Gainsight

ChurnZero

Totango

ServiceNow

ConnectWise

Autotask

HaloPSA

Job description

This position willjoin the Advizex team, a Myriad360 company.

Advizex, a Myriad360 company, brings together over 50 years of innovation and client commitment. As part of Myriad360’s growing portfolio,Advizexcontinues tooperatewith the same trustedexpertiseand customer-first philosophy—now strengthened by broader resources and reach.

For over 50 years,Advizexhas 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,Advizexdelivers IT solutions that solve meaningful business challenges across infrastructure, cloud, cybersecurity, automation, and AI.

This role will join theAdvizexteam and play a keypartin continuing that legacy.

Learn more aboutAdvizex here !

Role Overview

This is an opportunity to join a fast-growing Managed Services Provider .We areseekinga strategic and technically proficient Solution Outcome Management Leader to lead and scale our Managed Services Customer Success organization. This leader willbe responsible fordeveloping 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 transformeda CustomerSuccess practice,possessesa 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.

Must be based in the United States.

Key Responsibilities

• 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 programsfocused 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.
  • Identifyand mitigate customer risk through proactive engagement and health monitoring.
  • Partner with Sales and Account Management teams to uncover growth opportunities and supportupselland 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:
    • Managed Service Delivery
    • Professional Services
    • Sales and Account Management
    • Executive Leadership
  • Drive alignment between customer expectations and service delivery capabilities.

Required Qualifications

• Education :Bachelor's degree in Computer Science, Information Technology, Business, ora relatedfield. 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 ofpeopleleadership experience managing Customer Success Managers or other customer-facing teams.
  • Proven experience building, scaling, or transforminga CustomerSuccess 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,orother 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,orsimilar.
  • Experience managing enterprise and mid-market customer portfolios.

As an Advizex employee, you will be eligible for the following benefits andperks:

• Company-subsidized medical benefits
• Dental and vision coverageoffered
• 17 PTO days
• Flexible Work Arrangements
• Retirement Savings Plans
• Paid Long Term Disability
• Basic Life Insurance offered

Pursuant to Pay Transparency Laws, the base compensation range for this position is $130,000-$150,000 , plus opportunities for profit-sharing bonus and/or commission. Compensation may vary by geography.

Myriad360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.