Director of Customer Success and Revenue Expansion - Remote

Overview

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!

In Short

• 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
• Identify and drive upsell/cross-sell opportunities
• Participate in structured QBR / EBR framework
• Build renewal workflows and expansion tracking in HubSpot
• Build and mentor Customer Success / Account Management team
• Communicate effectively with technical stakeholders and executive buyers

Requirements

• Experience in B2B professional services, MSP/MSSP, cybersecurity, or compliance-heavy environments
• Understanding of CMMC, NIST SP 800-171, NIST SP 800-53, or similar frameworks
• Ability to build systems and structure, not just manage relationships
• Experience leading or building a Customer Success or Account Management team
• Comfortable in high-accountability environments with revenue targets
• Effective communication skills with both technical and executive stakeholders

Benefits

• Opportunity to build and own the retention + expansion engine
• Significant growth and opportunity in a rapidly expanding company
• Work with a mission-driven team
• Leadership role with direct reporting to executive leadership
• Engage in strategic partnerships and long-term recurring revenue relationships