From IT Provider to Strategic Partner: Customer Success for MSPs with Luis Giraldo

Welcome back to the MSP Security Playbook, powered by Heimdal Security, the unified, AI-driven cybersecurity platform designed to help MSPs streamline operations and scale profitably.

In this episode, host Jacob Hazelbaker is joined by Luis Giraldo, Chief Evangelist at ScalePad and seasoned MSP operator, to tackle a crucial mindset shift: moving beyond tools and tickets toward customer success.

Luis shares why MSPs can no longer afford to think only about their stack or efficiency. Instead, the future belongs to those who deeply understand their clients’ businesses, align technology with outcomes, and position themselves as strategic advisors.

Plus, Luis takes on the MSP Hot Seat, answering how to start implementing customer success without a dedicated role.

You’ll also hear from Adam Pilton in the Threat Briefing, where he breaks down how the Interlock ransomware group crippled St. Paul, MN, and why MSPs are a prime target for double-extortion attacks.

If you’re ready to elevate your MSP from “the IT guy” to trusted business partner, this episode is a playbook you won’t want to miss.

Got a question for the MSP Hot Seat or a topic you’d like covered? Drop us a line; we’d love to hear from you.

Chapter Markers:

02:10) Threat Briefing: Interlock ransomware cripples St. Paul, MN

(07:08) Why Customer Success Matters More Than Sales

(13:30) Breaking Out of the Commoditisation Trap

(18:20) Shifting Cybersecurity Conversations from Tools to Risk

(25:48) What Thriving MSPs Do Differently

(27:50) MSP Hot Seat: How to Implement Customer Success Without Hiring a Role

(29:37) Play-by-Play: Jacob’s Key Takeaways

Useful Links:

Connect with Luis Giraldo on LinkedIn 

Visit the ScalePad Website

Explore Heimdal’s platform at heimdalsecurity.com

Follow Jacob for more cybersecurity insights on LinkedIn

For more from Adam connect via LinkedIn