MSP to MVP

CHRIS DAY is Founder and CEO of ScalePad, a global platform serving more than 12,000 Managed Service Providers. He is also Founder and Chairman of Top Down Ventures, backing early-stage SaaS founders in the MSP space. Day previously founded Fully Managed, which became Canada's largest MSP before its acquisition by TELUS, and IT Glue, the documentation platform now part of Kaseya. With more than twenty years in the MSP industry and over $3 billion in enterprise value created, he combines deep operational experience with investment expertise to help IT service providers build stronger, more valuable businesses. He resides in Scottsdale, Arizona.

"Customer Success gets real when you stop talking about intent and start looking at the numbers. This book pushes MSP leaders to confront what retention, expansion, and customer risk are actually telling them—and to act on it."— Rashaad BajwaExecutive Chairman of the Board of Integris"Most customer issues come down to missed expectations, not bad intent. This book does a great job of showing how clearer ownership and communication lead to healthier, longer-term customer relationships."— Marc CapobiancoFormer COO, Thrive"This book reframes Customer Success from a role or department into a way of running an MSP. It reflects the same patterns Chris and I have seen firsthand while building one of the most progressive MSPs in Canada—where success comes from being proactive, intentional, and aligned around customer outcomes."— Martin DesRosiersRegional CEO, Lyra Technology Group"Technical excellence is table stakes. Value becomes visible when technology is aligned to a client's business outcomes and used as a competitive advantage, not just to ensure uptime and security. This book challenges our industry to put the customer first and build true strategic partnerships."— Steven FriedkinCEO, Ntiva"Chris Day captures what it takes to build lasting client relationships beyond the tech—it's about discipline, accountability, and making the hard cultural shifts. This book nails how consistent Customer Success practices can move MSPs from service providers to strategic partners."— Joe MarkertCEO, TransformITive"Customer Success isn't a moment—it's the disciplined orchestration of the entire lifecycle from sale to measurable value realization. The best MSPs think in strategic moves, not reactive motions, and this book clearly lays out how to turn onboarding, adoption, and ongoing engagement into a deliberate system of repeatable value creation."— Glenn MathisCEO, Integris"Customer Success has matured into a real operating discipline in SaaS, but MSPs have struggled to apply it in practice. MSP to MVP does the hard work of translating Customer Success into a service-based world and shows what it actually takes to make it scale."— Nick MehtaFormer CEO, Gainsight"MSPs fail at Customer Success, not because they don't care, but because they don't execute in clear, practical ways. This book makes it approachable and actionable for teams at every scale."— Peter MelbyCEO, New Charter Technologies"This book does a strong job of connecting Customer Success to the real mechanics of running an MSP. It highlights why being intentional about customer outcomes isn't optional—even for smaller or less mature organizations."— Daniel PetersenPresident, Applied Tech"For the past decade, the MSP industry won by focusing inward—tightening operations, standardizing services, improving efficiency. The next decade will be defined by those who focus outward, aligning people, process, and technology around customer goals. As a participant and witness of this industry for three decades, I've seen firsthand that the ITSPs who have led during each transformation have succeeded. This book captures that next change and challenges MSPs to make that shift."— Dan WensleyCEO, GTIA