The Movement
Customer Success is not a role. It is an operating discipline.
The research behind MSP2MVP — how two decades of building MSPs became a methodology, a book, and the system on this site.
The Author
Chris Day is a technology founder and operator who has spent two decades building and scaling companies across the managed services industry — Fully Managed, IT Glue, and ScalePad. His work follows a consistent throughline: durable value is created when service organizations align technology with business outcomes and design for long-term relevance. MSP to MVP distills that experience into an operating discipline for Customer Success in the MSP channel.
How this work came together
The conclusions in this work were not formed in isolation. They come from years of building, breaking, and rebuilding MSP and SaaS businesses, then sharpened through structured collaboration with operators across the industry. Each chapter of the book carries a guest anchor essay, contributed perspectives, and supporting insights from named leaders — and the concepts were pressure-tested in real client environments before being published. The people below are not endorsers of a finished product; they are contributors to the thinking itself.
The Voices
Operators and category founders whose essays, perspectives, and insights appear throughout the book.
The Influences
The people acknowledged in the book for shaping the thinking behind it.
Joel Abramson
Managing Partner, Top Down
A constant partner across multiple chapters of building, from Fully Managed to IT Glue to ScalePad.
Luis Giraldo
Chief Evangelist, ScalePad
Deeply practical insight from years of working directly with MSPs, validating the methodology through client education and real-world application.
Denes Purnhauser
Chief Strategy Officer, ScalePad
Bringing clarity to complex ideas and structure where it mattered most, throughout the process of turning raw thinking into a coherent book.
Ryan Sigouin
Chief Revenue Officer, ScalePad
Translating Customer Success into repeatable growth, ensuring the ideas are approachable and actionable for MSPs of all sizes.
Verne Harnish
CEO, Gazelles
Fundamentally shaping the approach to entrepreneurship, innovation, and leadership behind this work.
From the book to the system
The book defines the discipline. This site is where it operates. The Customer Success Map, the methodology, and the tools across MSP2MVP are the living extension of this research — the operating system the book describes, built and maintained in practice.
Join the membership
If you're an MSP building for what's next, this is your place.
MSP2MVP is a working environment for operators who want to move the industry forward — not a course, not a marketing list. Members shape the methodology as it evolves.
- → Early access to new tools
- → Members-only areas of the site
- → Contribute to the ongoing research
- → Direct line into the operator community
Free while in early access.