---
title: 'Director of Client Success at Lyra Technology Group'
canonical: 'https://feeny.ai/job/director-of-client-success-lyra-technology-group-naperville-bxs2d8mj8y2g'
type: 'job'
last_seen: '2026-09-12'
---

# Director of Client Success at Lyra Technology Group

- **Company:** Lyra Technology Group
- **Location:** Naperville, IL
- **Posted:** 2026-09-04
- **Last confirmed live:** 2026-09-12
- **Apply:** https://job-boards.greenhouse.io/lyratechgroup/jobs/5416651008

## Job description

[Lyra Technology Group](http://www.lyratechgroup.com/) 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](http://www.evergreensg.com/), 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.

Lyra Technology Group is seeking a Director of Client Success for one of its operating companies. The Director of Client Success 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 MRR and 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 Success 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.
- Lead AI strategy conversations with clients, helping them identify where AI can create measurable value in their business, and translate those conversations into prioritized roadmap items.

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.
- Drive AI revenue as a core growth lever, identifying opportunities to introduce AI-enabled tools and services that create measurable client value and building that into the expansion pipeline.

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, client health scores, and AI-attached revenue, and provide regular feedback to leadership on trends, service gaps, and opportunities.

Leading and Managing the Team

- Set clear expectations for what strong performance looks like in every post-sale seat and hold the team accountable to defined KPIs including QBR completion, upsell pipeline, NRR outcomes, and results in AI strategy and AI revenue.
- Run a consistent one-on-one and team cadence that gives direct reports the direction and feedback they need to perform without requiring constant escalation.
- Coach to outcomes: when someone is underperforming, identify whether the gap is skill, process, or prioritization and address it directly.
- Own hiring and onboarding for the team, and develop internal talent with intention rather than waiting for roles to open.

Our ideal Director of Client Success has the following qualifications:

- 5+ years of experience in account management, client success, or a comparable B2B client-facing role, with at least some of that experience in an MSP or IT services.
- Demonstrated track record of owning and growing a book of business: retaining clients, expanding revenue, and managing renewals with accountability for outcomes.
- Ability to hold strategic, forward-looking conversations with C-suite and executive stakeholders, not just operational or service conversations.
- Comfortable leading upsell discussions that are advisory in nature: the goal is to recommend what genuinely fits, not to push transactions.
- Experience building or improving operational processes within a team or department: translating how work gets done into documented standards, establishing systems that ensure consistency, and defining the metrics that measure whether it is working.
- Working knowledge of technology roadmapping, business reviews, and white space analysis. Direct experience with tools like ScalePad Lifecycle Insights, MyITProcess or similar is a plus.
- Proficiency with HubSpot or comparable CRM. ConnectWise or PSA experience preferred.
- Strong organizational discipline across a multi-client portfolio: you manage cadences, follow through consistently, and do not drop details.
- A proactive disposition: you identify risk before it becomes churn and find opportunity before clients ask.

The targeted base compensation for this role is $110,000-$120,000 with variable compensation.  This role operates out of Naperville, IL in a hybrid model and includes regular in-person client meetings.

If you are a post-sale leader who builds trust face to face, knows how to turn client relationships into long-term partnerships, and wants to build something, not just manage it, we would like to talk.

## About Lyra Technology Group

## Company Overview
- **One-liner**: A permanent holding company that acquires and operates a family of industry-leading IT managed services businesses, retaining each company’s brand, employees, and culture while providing the scale of a global platform.
- **Entity Type**: Private (backed by Evergreen Services Group)
- **Headquarters**: Chicago, Illinois, United States
- **Founded**: 2017 (first acquisition in 2018; Lyra Technology Group launched in 2021)
- **Founders**: Not publicly available; the platform was created by Evergreen Services Group and launched under the leadership of CEO Elliott Hyman

## Core Business
- **Primary industry**: IT Services & IT Consulting (Managed Services, Cybersecurity, Cloud Solutions)
- **Target customers**: Small and medium-sized organizations (SMBs) across various verticals
- **Mission / purpose**: “Grow Your Legacy” – Providing a permanent home for technology service businesses so they can thrive without the pressure of a future exit.

## Products & Services
Lyra Technology Group does not sell a single product; it owns and operates over 100 independently managed IT service companies around the world. Each company delivers its own portfolio, including:
- **Managed IT Services** (helpdesk, network monitoring, on-site support)
- **Cybersecurity** (managed security, compliance, incident response)
- **Cloud & Infrastructure** (migration, Microsoft/AWS/Azure management)
- **AI Process Consulting** (emerging focus – multiple AI Consultant roles posted)
- **IT Project Management** (for enterprise deployments)
- **Hardware & Field Services** (procurement, deployment, break-fix)

## Market Standing
- **Valuation / Market Cap**: Not disclosed (privately held)
- **Key metric**: Annual Revenue estimated between $100M and $500M (per LinkedIn data)
- **Notable Investors / Partners**: Evergreen Services Group (sole platform backer), with a network of 110+ acquired founders
- **Growth Signals**:
  - Over 4,000 team members serving 12,000+ clients and managing 276,000+ devices
  - 22.1% employee headcount growth year-over-year
  - Active M&A: recent acquisitions include Blackbird IT, DKBInnovative (2024), REDD Digital Services (2025), and Optimising IT
  - 34 active job postings (up 36% monthly and 42% yearly)
  - Launching an AI transformation initiative led by Chief Transformation Officer Marlena Slowik

## Competitive Advantages
- **Permanent ownership** – Evergreen Services Group never divests, ensuring long-term stability for acquired companies and their teams.
- **Preservation of identity** – Acquired companies keep their name, leadership, and culture, which drives high employee retention and NPS scores.
- **Scale without bureaucracy** – Each business operates independently, but benefits from shared talent, knowledge, and purchasing power across the Lyra family.
- **Founder-friendly model** – More than 110 founders have chosen to join, signaling strong trust in the partnership approach.

## Strategic Focus
- **AI transformation**: Embedding AI into service delivery and internal operations (dedicated AI process consultants and forward deployment engineers).
- **Geographic expansion**: Operating across the US, UK, Canada, Australia, and New Zealand, with continued regional CEO hires to deepen local presence.
- **Service expansion**: Adding cybersecurity, cloud, and project management capabilities to meet growing SMB demand.
- **Talent development**: Investing in internal career paths, with roles spanning from helpdesk to senior leadership.

## Why Work Here
- **Culture & values**: High employee ratings (4.8/5 overall on LinkedIn, with Culture scored 4.7/5). Core values include Gratitude, Persistence, Growth Mindset, and Integrity.
- **Career opportunities**: Active hiring across 34 positions in engineering, AI, project management, finance, and sales – with clear promotion paths within a rapidly growing group.
- **Work environment**: Mix of remote, hybrid, and on-site roles depending on the company. Many positions offer flexibility; some require local presence for field support.
- **Perks & stability**: Part of a permanent platform (no risk of flip), plus access to a community of industry-leading peers. Benefits include competitive compensation (Compensation rating 4.5/5) and a focus on work-life balance (4.0/5).
- **Engineering & innovation**: Growing AI and cybersecurity teams, with opportunities to work on cutting-edge projects in a stable, founder-oriented organization.

## Sources
1. [lyratechgroup.com](https://lyratechgroup.com/)  
2. [lyratechgroup.com/careers](https://lyratechgroup.com/careers/)  
3. [lyratechgroup.com/our-team](https://lyratechgroup.com/our-team/)  
4. [linkedin.com/company/lyra-technology-group-evergreen](https://www.linkedin.com/company/lyra-technology-group-evergreen)  
5. [job-boards.greenhouse.io/lyratechgroup](http://job-boards.greenhouse.io/lyratechgroup)

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