Set the Strategy
Agree client segments, engagement depth, roles and capacity. Use the MSP Customer Success Strategy to connect six disciplines rather than treating account management as a job title.
After the Book
You Read It. Now Run It.
Most MSPs hired account managers or vCIOs to expand clients and drive more strategic relationships. It usually stalls, because it was set up as a job title instead of a system.
This isn’t consulting, and it isn’t more work for your team. It’s a system implementation built on the six disciplines in the book. Think EOS, for customer success.
The MSP2MVP Process
How MSPs put the six disciplines to work, from first call to running practice.
01
90-Minute
Strategy Call
Strategy Call
Day 1
CS Strategy Building
Weeks 1–4
CS Operations
Implementation
Implementation
Build
Review
Implement
Coach
Monthly
Discovery
- About your practice
- Your goals and pain points
- The implementation path
- Six-discipline scorecard
Diagnosis
- Stakeholder interviews
- SOP, QBR and contract review
- LMX tenant audit
- Book of business review
- Service catalog review
Foundations
- Client segmentation
- Roles & responsibilities
- Client Engagement model
- Capacity Planning
- CS Strategy Document
- Team Workshop
Team Implementation
- Weekly accountability coaching
- 30 blueprints customized
- 30 SOPs customized
- Implemented in your LMX tenant
- AM/TAM upskilling sessions
- Executive reporting
- NRR ROI guarantee
Free Discovery
No obligation
Foundations Building
Solo: 25–75 employees · Team: 75–150 employees · Multi region: 150+ employees
Ongoing Implementation
Monthly cadence. Continue only if month 1 delivers.
MSP Account Management Implementation
Build the MSP Customer Success operating model around your clients, your team and the work you can sustain. Define the foundations before adding more meetings or more software.
Make MSP Customer Success SOPs Repeatable
Turn commitments into preparation, meetings, decisions and follow-through. The MSP Customer Success Operations playbooks connect the whole client lifecycle.
MSP Growth Coaching, Grounded in Client Work
Use coaching to review ownership, strengthen AM and TAM capability, and keep the team accountable to the client’s plan. Growth conversations start with the client’s objectives, not another tool to sell.
Using ScalePad? Explore Lifecycle Manager implementation for MSPs to connect your software setup with client health, QBR workflows and this operating model.
Where to Begin
Book Your Free Strategy Call
90 minutes with our team. We look at where your practice stands against the six disciplines and map what implementation would look like for you.