Customer Success SpecialistOn 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 SummaryYou will own revenue retention and expansion across the client lifecycle:Onboarding → Adoption → QBR → Renewal → ExpansionYou 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 ResponsibilitiesRevenue OwnershipOwn GRR and NRR performanceDrive renewal execution and expansion strategyForecast renewal pipelineReduce churn (both logo and revenue)Account Expansion StrategyDevelop 3-year value expansion plans for strategic accounts:CMMC/'NIST SP 800-171 Compliance lifecycle roadmapTechnology stack alignmentManaged services growthUpcoming audit milestonesIdentify and drive upsell/cross-sell opportunitiesPartner with Sales and Service to identify, qualify, and close expansion revenueOperating Cadence & SystemsParticipate in structured QBR / EBR frameworkEstablish health scoring and churn-risk alertsBuild renewal workflows and expansion tracking in HubSpotEnforce disciplined account documentation and forecastingCreate escalation paths for at-risk accountsSales PartnershipEnsure clean handoffs from Sales to Delivery/CSParticipate in strategic client calls where expansion opportunity existsProvide pricing/packaging feedback based on client trendsSupport executive-level renewal conversationsTeam LeadershipDefine performance metrics and accountability standardsHire and scale the team as recurring revenue growsDevelop playbooks and structured trainingKey Performance Indicators (KPIs)Revenue & RetentionGross Revenue Retention (GRR)Net Revenue Retention (NRR)Renewal Rate (% and $)Expansion ARR / MRRChurn (revenue + logo)Average Revenue per Account growthForecasting & PredictabilityRenewal forecast accuracy (±5%)Define acceptable forecast activity% of accounts with active 3-year expansion planRenewal pipeline coverage ratioExpansion pipeline velocityCustomer Engagement & Value RealizationQBR completion rate (Tier 1 & Tier 2 accounts)Time-to-first-value post-assessmentRemediation engagement rate post-gap analysisHealth score coverage across client baseReferenceable customers created per quarterOrganizational PerformanceCRM adoption & data hygiene complianceEscalation resolution timeTeam quota developmentIdeal Candidate ProfileWe’re looking for someone who:Has knowledge of NIST SP 800-171 / CMMCHas owned retention and expansion numbers before, not just customer satisfactionHas experience in B2B professional services, MSP/MSSP, cybersecurity, or compliance-heavy environmentsUnderstands CMMC, NIST SP 800-171, NIST SP 800-53, or similar frameworksIs comfortable in high-accountability environments with revenue targetsCan build systems and structure, not just manage relationshipsCommunicates effectively with both technical stakeholders and executive buyersWhy we are hiring this role nowOur 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 position 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.

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Customer Success Specialist

Emma

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About On Call Computer Solutions, LLC:

cmmccompliancesecrets.com/

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