ScalePad released Lifecycle Manager X, a new module that the company is calling a customer success platform that’s purpose-built for MSPs. An evolution of Lifecycle Manager, ScalePad’s client engagement and asset management platform, Lifecycle Manager X introduces new capabilities designed to shift MSPs from service providers to strategic growth partners for their SMB clients, according to the company.
Lifecycle Manager X goes beyond asset management and client engagement; it is intended as an MSP’s client system of record. It brings all client content together in one place, enabling more effective strategic planning and QBRs. This includes goals, budgets, meeting notes and action items, assessments, analytics, and reports. And ClientIQ provides AI-powered client summaries.
“What the MSP business has promised for so long is we will meet with you, we’ll get in the boardroom, we’ll talk about what’s next, we’ll generate a plan together tied around your business goals,” Chris Day, CEO of ScalePad, tells MSP Success. “And so we think we’ve got the answer to that and we’re all in on that, not just as a product, but just as a mindset for the industry to start thinking, ‘Hey, the world has changed, technology’s changed, but the customer expectations are still the same. They want good service and they want to feel like they’re getting some form of strategy from their partner. So that’s what we set out to address with Lifecycle Manager X.”
Customer Success = The Missing Piece
Day adds that a customer success program is the “missing piece of the MSP industry that’s been ignored for so long. MSPs put a lot of effort into bringing customers in the front door and it’s really difficult to manage them and keep them happy afterwards without providing them with guidance, planning, and strategy.”
He says a customer success platform is “the third leg of the stool” for MSPs along with their PSA and RMM.
Lifecycle Manager X builds on the best features and concepts of Lifecycle Manager and Lifecycle Insights, the vCIO platform ScalePad acquired in 2023, Day explains. “The reason we acquired them is that we really liked the direction that they were headed, and it was very aligned with what we had planned at that time to do with Lifecycle Manager. So over the last two years we’ve taken all the best parts of Lifecycle Insights and what’s launching is an integrated solution that has the best of both worlds.”
Day says they reimagined all the features of Lifecycle Insights, plus added new features like ClientIQ. “And what we did is the ScalePad way. We made it faster, easier, and more automated.”
The rollout of Lifecycle Manager X comes on the heels of ScalePad’s announcement of two new tiers of its compliance platform earlier this month: ControlMap Free and ControlMap Essentials.
Migration Plan, No End of Life for Lifecycle Insights
Days says ScalePad will continue to support Lifecycle Insights, and MSPs who want to migrate to Lifecycle Manager X can do so at their own pace.
The pricing model supports a gradual migration too, he says. “The way we’re pricing Lifecycle Manager X at launch is a little different. It’s $15 per client per month. The reason we’ve done it that way is that not every customer of an MSP needs all of that functionality.”
He adds, “Obviously we feel that it’s an overwhelming value … [but] people can democratize the ability to move up as your customers want to take advantage of that journey.”
Lifecycle Manager X is available now as a paid add-on for all Lifecycle Manager Pro partners.
