Own revenue retention and expansion across the client lifecycle: Onboarding → Adoption → QBR → Renewal → Expansion
Work cross-functionally with Sales and Delivery to turn compliance assessments and remediation work into long-term recurring revenue relationships
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: 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
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

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
Has led or built a Customer Success or Account Management team

Customer Success Specialist

Key skills