Director of Client Services

The Director of Client Success is a pivotal leadership role responsible for the entire lifecycle of client evolution—from the strategic roadmap to the technical implementation. You will oversee two critical verticals: the vCIO Organization (Client Strategy) and the Projects Organization (Technical Delivery). Your mission is to ensure that the "promises" made during strategic planning are successfully "delivered" by the engineering team. You will be responsible for client retention, project revenue, resource utilization, and ensuring a seamless feedback loop between strategy and execution.

Your work as a Director of Client Services has several components: 

Departmental Leadership & Alignment
•    Foster a high-performance culture focused on technical accuracy and client advocacy.
•    Develop and refine standard operating procedures (SOPs) for the handoff from vCIO roadmapping to Project Scoping and delivery.
•    Serve as the executive escalation point for high-level client issues regarding strategy alignment or project outcomes.

Client Strategy (vCIO Oversight)
•    Ensure vCIOs are conducting effective Strategic Business Reviews (SBRs) that result in actionable, budgeted IT roadmaps.
•    Challenge the vCIO team to elevate their impact beyond standard lifecycle management, pushing for digital transformation initiatives.
•    Review client satisfaction metrics and retention rates, proactively addressing at-risk accounts.
•    Define and enforce performance KPIs for the vCIO and project teams.

Service Delivery (Projects Execution & PMO)
•    Oversee the Project Management Office (PMO) to ensure projects are delivered on time, within scope, and on budget.
•    Manage resource capacity planning to prevent talent burnout while maximizing billable hours.
•    Review and approve Scopes of Work (SOWs) to ensure technical feasibility and profitability before they are presented to clients.
•    Enforce quality assurance standards for critical implementations (cloud migrations, server deployments, security rollouts).

 

Our ideal Director of Client Services has the following qualifications:

Experience:
•    7+ years of experience in the IT Managed Services (MSP) industry is required. 
•    3+ years of leadership experience managing technical teams, account management teams, or professional services.
•    Previous experience as a vCIO or Project Director is highly preferred.

Skills:
•    Deep understanding of the MSP business model (how Strategy drives Projects). 
•    Proficiency with PSA tools and quoting platforms. 
•    Strong financial acumen (understanding P&L, margins, and labor burden). 
•    Ability to translate complex technical concepts into business value for clients. 

Personal Attributes: 
•    The Strategist: You can look at a client's business goals and understand exactly what technology is required to get them there. 
•    The Executor: You understand that a strategy is only as good as its implementation. 
•    The Diplomat: You can navigate the natural tension between "what the client wants" and "what the engineering team can deliver”.

 

The target salary for this role is $160,000-$175,000 per year and will operate in a hybrid model out of the New York City office. If you're motivated by meaningful client relationships, strategic selling, and a dynamic work environment, we want to hear from you!