Are you losing clients because your MSP account management is reactive instead of strategic? In this episode of How to MSP, Andrew Moore and Dan Mallard (Iron Edge Group) break down exactly how to build an account management layer that retains clients and drives revenue.

We cover the transition from technical roles to account management, why the "owner-led" sales model fails at scale, and how to grade your clients (Red/Yellow/Green) to prevent churn.

In this episode, we cover:

Why technical staff struggle as account managers
The difference between a QBR and a Strategic Business Review (SBR)
How to track "Client Health" scores to predict cancellations
The "Mafia Style" client meeting that got an account fired

About the Guest: Dan Mallard is the Practice Director of Strategic Solutions at Iron Edge Group, with over 20 years of experience in IT and MSP growth.

About How to MSP

How to MSP is the weekly podcast for Managed Service Provider owners and operators who want to grow, scale, and exit on their terms. Host Andrew Moore — Founder of Ridgeview Advisors — interviews MSP operators, advisors, and investors on the topics that actually move the business: EOS implementation, valuation and exit strategy, sales and marketing, service delivery, M&A, financial benchmarks, and operational excellence.

Watch full episodes on the How to MSP YouTube channel.

How to MSP is produced by Ridgeview Advisors and hosted by Andrew Moore.