‘AI is massively impacting managed services,’ says Thrive CEO Bill McLaughlin. ‘Predictive analytics allow technicians to fix issues faster, offer self-remediation options and provide better customer experiences overall. AI also enhances security by filtering out white noise and focusing on real threats.’
After taking the helm as CEO of Thrive in February, Bill McLaughlin is focused on simplifying the customer experience and strengthening the company’s position as a top global solution provider for the midmarket and SMB sectors.
“You’ll see continued M&A activity, major investments in security, new product launches and some groundbreaking AI solutions coming to market,” McLaughlin told CRN. “Thrive is focused on growth and innovation, all while making sure we stay easy to partner with and trusted by our customers.”
Growth will continue through strategic M&A activity, targeting companies that align with the Foxborough, Mass.-based company’s culture all while filling geographic and service gaps.
Under his leadership, Thrive, listed on CRN’s 2025 MSP Elite 150 List, will also continue prioritizing integrity, professional development and employee engagement. He said that balancing strategic focus with accessibility to employees and customers is a key challenge, but he credited his strong leadership team for enabling him to focus on high-level initiatives.
And under his leadership, there is a massive focus on cybersecurity and AI.
“AI is massively impacting managed services,” he said. “Predictive analytics allow technicians to fix issues faster, offer self-remediation options and provide better customer experiences overall. AI also enhances security by filtering out white noise and focusing on real threats.
However, implementation is key. You can’t just turn it on. It requires clean data, strong quality control and robust security. Done right, AI empowers employees to work more effectively and deliver faster, smarter service.”
CRN spoke further with McLaughlin about his first 100 days as CEO, Thrive’s employee-first culture, cybersecurity strategy and aggressive M&A plans.
How would you describe Thrive’s culture under your leadership?
It’s important to recognize the culture didn’t start with me. It started with [former CEO] Rob Stephenson, and I’m proud to build on that foundation. We’re an employee-first organization. We empower our people to do the right thing, especially with so many working from home. We focus on hiring people with integrity and investing heavily in them through training, certifications and events like ‘Free Lunch Fridays,’ regional happy hours and programs like Women of Thrive. Employees are truly our greatest asset.
With cybersecurity being such a priority, how will Thrive evolve its offerings to stay ahead?
It starts with people. We have a strong product team and work closely with partners like Gartner to monitor emerging technologies and threats. We also listen carefully to our customers. Being private-equity-backed gives us the resources to consistently invest in new security solutions, ensuring we can help clients mitigate evolving risks.
You took on the role of CEO in February. What are your top priorities in the first 100 days?
Our mission remains the same—to be recognized as the leading technology services provider for the midmarket and the sophisticated SMB space globally. We want to make doing business with us easier, delivering peace of mind to our clients. In today’s complex world of cloud and cybersecurity, simplifying the experience and offering trusted, co-managed or fully managed services is key.
What’s Thrive’s M&A strategy moving forward?
We’re focused on thoughtful growth. We’ll continue targeting companies that share our culture and values while strategically filling in geographic and service gaps to expand our footprint across the U.S. and beyond.
What is your biggest challenge, and how do you plan to address it?
The good news is I’m not coming into this role cold. We’ve had a succession plan in place with Rob for the last three to four years. Over that time, I’ve been able to gradually take on more responsibility. In the last year, very little has changed in how we operate. That said, the biggest challenge is balancing accessibility and strategy. Thrive is a global brand now and it’s important that I stay accessible to our employees and our customers. Managing that while focusing on strategy, board relations and M&A is a fine balance. Fortunately, I’m surrounded by an exceptional leadership team. They’re empowered and communicate well, which allows me to focus on high-level initiatives.
How do you think AI is changing the landscape of managed services?
AI is massively impacting managed services. Predictive analytics allow technicians to fix issues faster, offer self-remediation options and provide better customer experiences overall. AI also enhances security by filtering out white noise and focusing on real threats.
However, implementation is key. You can’t just turn it on. It requires clean data, strong quality control and robust security. Done right, AI empowers employees to work more effectively and deliver faster, smarter service.
What do you want more of from your vendors?
Honestly, we have great partners, that’s why they’re partners and not just vendors. Some companies can be challenging, but overall I’m happy with the relationships we have. If we didn’t get the support we needed, they wouldn’t still be our partners.
What can we expect to see from Thrive over the next year?
You’ll see continued M&A activity, major investments in security, new product launches and some groundbreaking AI solutions coming to market. Thrive is focused on growth and innovation, all while making sure we stay easy to partner with and trusted by our customers.
