Director of Client Services

Lyra Technology Group•New York, NY

1d•Hybrid

About The Position

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. 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.

Requirements

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.
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.

Nice To Haves

Previous experience as a vCIO or Project Director is highly preferred.

Responsibilities

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.
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.
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).