Customer Success Specialist

Director of Customer Success and Revenue Expansion

On Call Computer Solutions is seeking a mission-driven Director of Customer Success and Revenue Expansion to own retention, renewals, and expansion across our defense-focused compliance and managed I.T. services client base.

This is not a passive support role.

This leader will carry Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets, build structured account growth plans, and drive expansion across CMMC, NIST, managed services, and ongoing compliance engagements.

If you’ve built a retention and expansion engine inside a complex B2B services organization, we want to talk to you!

Role Summary

You will own revenue retention and expansion across the client lifecycle:

Onboarding → Adoption → QBR → Renewal → Expansion

You will work cross-functionally with Sales and Delivery to turn compliance assessments and remediation work into long-term recurring revenue relationships.

This role reports directly to executive leadership and is responsible for measurable revenue outcomes.

Core Responsibilities

Revenue Ownership

• Own GRR and NRR performance
• Drive renewal execution and expansion strategy
• Forecast renewal pipeline
• Reduce churn (both logo and revenue)

Account Expansion Strategy

• Develop 3-year value expansion plans for strategic accounts:
• Compliance lifecycle roadmap
• Technology stack alignment
• Managed services growth
• Upcoming audit milestones
• Identify and drive upsell/cross-sell opportunities
• Partner with Sales and Service to identify, qualify, and close expansion revenue

Operating Cadence & Systems

• Participate in structured QBR / EBR framework
• Establish health scoring and churn-risk alerts
• Build renewal workflows and expansion tracking in HubSpot
• Enforce disciplined account documentation and forecasting
• Create escalation paths for at-risk accounts

Sales Partnership

• Ensure clean handoffs from Sales to Delivery/CS
• Participate in strategic client calls where expansion opportunity exists
• Provide pricing/packaging feedback based on client trends
• Support executive-level renewal conversations

Team Leadership

• Build and mentor Customer Success / Account Management team (In the future)
• Define performance metrics and accountability standards
• Hire and scale the team as recurring revenue grows
• Develop playbooks and structured training

Key Performance Indicators (KPIs)

Revenue & Retention

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Renewal Rate (% and $)
• Expansion ARR / MRR
• Churn (revenue + logo)
• Average Revenue per Account growth

Forecasting & Predictability

• Renewal forecast accuracy (±5%)
• Define acceptable forecast activity
• % of accounts with active 3-year expansion plan
• Renewal pipeline coverage ratio
• Expansion pipeline velocity

Customer Engagement & Value Realization

• QBR completion rate (Tier 1 & Tier 2 accounts)
• Time-to-first-value post-assessment
• Remediation engagement rate post-gap analysis
• Health score coverage across client base
• Referenceable customers created per quarter

Organizational Performance

• CRM adoption & data hygiene compliance
• Escalation resolution time
• Team quota development

Ideal Candidate Profile

We’re looking for someone who:

• Has owned retention and expansion numbers before, not just customer satisfaction
• Has experience in B2B professional services, MSP/MSSP, cybersecurity, or compliance-heavy environments
• Understands CMMC, NIST SP 800-171, NIST SP 800-53, or similar frameworks
• Is comfortable in high-accountability environments with revenue targets
• Can build systems and structure, not just manage relationships
• Communicates effectively with both technical stakeholders and executive buyers
• Has led or built a Customer Success or Account Management team

Why we are hiring this role now

Our company is rapidly expanding, and we have identified this job role as an operational constraint that, when solved for, will lead to significant growth and opportunity in the future.

Retention and expansion are not optional; they are core to our growth model.

This leader will turn delivery excellence into predictable recurring revenue and long-term strategic partnerships.

If you’re ready to build and own the retention + expansion engine in a growing cybersecurity compliance company, we’d love to connect.