Luis Giraldo

Chief Evangelist, ScalePad

Luis Giraldo serves as ScalePad’s Chief Evangelist, helming its community and channel organizations.
In addition to building and selling his own MSP business, Luis developed and commercialized the SaaS application Monkey Box and held senior leadership roles in product, strategy, and marketing at major vendors IT Glue and N-able before joining ScalePad.

A consummate IT pro, Luis provides thought leadership to the industry, frequently presents MSP best practices and strategies and is passionate about championing growth, mindset, and community.

Sessions:

The Customer Success Playbook: Go From Technology That Works to Results That Win

Most MSPs believe their value is in keeping IT running—and that’s exactly why clients see you as nothing more than “the IT fixer”. Learn how to reposition your MSP from an IT fixer to a business partner. We’ll break down a simple three-step framework for understanding client goals, aligning IT to business success, and proving measurable impact. This isn’t a one-time fix—it’s a cycle that continues indefinitely. You’ll walk away with a tangible guide to take the first step in repositioning your value in your clients’ eyes.

From IT Fixer to Strategic Partner: Operationalizing Customer Success in Your MSP

Your clients don’t just want working tech—they want results. But bridging the gap between service delivery and business outcomes doesn’t happen by accident. In this interactive session, we’ll expand on the Customer Success framework introduced on the Main Stage and show you how to embed it in your MSP’s operations. You’ll learn how to map your services to client outcomes, build a repeatable cadence that drives executive engagement, and begin tracking the right success metrics from Day 1. Whether you’re a vCIO, Account Manager, or MSP leader, this session will give you the tools to take your first real steps toward a CS-driven MSP model.