Director of Client Services

Lyra Technology Group is seeking a Director of Client Services for one of their operating companies. The Director of Client Services is the post-sale owner of client retention and revenue expansion, where client value means the measurable return a client gets not just from their technology investment but from the partnership itself. That value lives in how effectively the MSP translates a client's business goals, risk tolerance, and operational challenges into technology decisions that move them forward. This role blends technical fluency with executive-level relationship management: the person in this seat earns the trust of clients as a strategic advisor, runs a disciplined roadmap and business review motion, and converts that trust into measurable NRR growth. Unlike a traditional account manager, this is not a coordination or escalation role. Unlike a salesperson, the lever is not prospecting; it is deepening the value clients already receive and identifying what they should be investing in next. Beyond their own book of business, the Director of Client Services owns the processes and standards that make client success repeatable: building them where they do not exist and improving them where they do.

You will own…

Client Relationships and Advisory Presence

• Serve as the face of the company for client value: the person clients call when they want to think through a business challenge, not just a technology problem.
• Build and sustain trusted advisor relationships with client executives and key stakeholders, maintaining an active in-person presence including regular on-site visits and travel as needed.
• Stay current on the industries, compliance environments, and business pressures your clients operate in, so your recommendations are grounded in their reality, not generic best practice.
• Maintain a clear view of client health across your book: flag at-risk accounts early, develop recovery plans, and escalate where needed.

Technology Fluency and Recommendations

• Translate technology recommendations into business terms: quantify risk, articulate ROI, and connect infrastructure decisions to client outcomes rather than specs.
• Serve as a credible voice in technical discussions without being the engineer in the room, with working knowledge of endpoint protection, identity and access management, backup and disaster recovery, Microsoft 365 and Azure, network infrastructure, compliance frameworks such as HIPAA, CMMC, SOC 2, and CIS Controls, and cybersecurity insurance requirements.
• Lead hardware lifecycle conversations with clients, including refresh planning, end-of-life risk, and the real cost of deferring investment.

Retention and Growth

• Own net revenue retention for an assigned book of business, including renewals, expansion, and churn prevention.
• Run a disciplined business review cadence with every client, focused on forward-looking strategy rather than operational recaps, and build technology roadmaps that align client business goals with a prioritized plan for the next 12 to 36 months.
• Identify upsell and cross-sell opportunities through proactive roadmap and planning conversations, not reactive quoting, and maintain a pipeline that gives the delivery team a consistent backlog to pull from.

Practice Development

• Translate how client success should work into documented standards, repeatable cadences, and tracking systems that hold the team accountable and scale with the business.
• Improve how accounts are segmented, how reviews are structured, how health is measured, and how risk is flagged.
• Track KPIs including QBR completion, upsell pipeline, expansion results, churn, and client health scores, and provide regular feedback to leadership on trends, service gaps, and opportunities.

Our ideal Director of Clien