Customer Success Specialist
About The Position
Customer Success Specialist On Call Computer Solutions is seeking a mission-driven Customer Success Specialist 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 position 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 have experience with CMMC Compliance, and you’ve helped build 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.
Requirements
- Has knowledge of NIST SP 800-171/CMMC
- 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
Responsibilities
- Own GRR and NRR performance
- Drive renewal execution and expansion strategy
- Forecast renewal pipeline
- Reduce churn (both logo and revenue)
- Develop 3-year value expansion plans for strategic accounts: CMMC/'NIST SP 800-171 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
- 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
- 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
- Define performance metrics and accountability standards
- Hire and scale the team as recurring revenue grows
- Develop playbooks and structured training
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
