Director, Customer Success (Expansion) - Managed IT Services

Overview

All Covered, IT Managed Services Division of Konica Minolta Business Solutions, has an exciting opportunity available for a Director of Customer Success!

The Dir, Customer Success (Expansion Team) leads All Covered's strategic customer growth initiatives by managing a national team of Business Value Advisors (BVAs). This leader owns the execution and scaling of the Expansion Journey and Technology Business Plan (TBP) process across the Enterprise and Key customer segments, ensuring measurable, verified outcomes that align with All Covered's Digital Core and the Horizon Maturity Path.

This role is accountable for increasing adoption of strategic services, expanding Monthly Recurring Revenue (MRR), Non-Recurring Revenue (NRR), and Technology Procurement Services (TPS), and contributing to core Customer Success KPIs through the RARE framework-Retention, Adoption, Renewal, and Expansion.

The Director partners cross-functionally with Service Delivery, Sales, Engineering, Marketing, and Product to identify, qualify, and accelerate growth opportunities in the existing customer base and ensure successful execution of advisory-led engagements at scale.

Responsibilities

Key Performance Areas:

• Expansion Strategy Execution: Own and scale the Expansion Journey in ChurnZero across all eligible customer cohorts.
• Advisory Engagement Excellence: Ensure BVA-led Technology Business Plans (TBPs) and strategic engagements deliver meaningful, measurable, and verified customer outcomes.
• Growth Forecasting & Pipeline Influence: Drive accurate tracking and attribution of influenced MRR, NRR, and TPS opportunities. Monitor expansion-driven GKG (Keep, Grow+, Grow−) movement.
• Achieve assigned team targets for strategic bookings across MRR, NRR, and TPS, in alignment with growth objectives.
• Team Leadership & Enablement: Lead, coach, and develop the BVA team with a focus on executive engagement, advisory delivery consistency, and maturity progression.
• Cross-Functional Alignment: Collaborate with CSMs, SDMs, TCMs, and internal stakeholders to ensure advisory-led growth and strategic success plans are fully integrated.

• Strategic Growth & Expansion
  • Lead and expand the Expansion Journey across targeted cohorts with milestone tracking, follow-up activities, and ChurnZero-powered engagement success metrics.
  • Drive team execution of strategic TBPs that align customer business goals to the Digital Core and their Horizon Maturity Path (Technical Maturity, Business Assurance & Digital Transformation).
  • Oversee BVA alignment with expansion campaigns (e.g., Security, Cloud Modernization, Lifecycle Automation) and track verified outcomes and pipeline impact.
  • Collaborate with Marketing, Enablement, and Sales to deploy campaigns and target accounts for strategic expansion initiatives.
• Customer Maturity Leadership
  • Serve as an executive thought partner to BVAs in validating recommendations and ensuring technology roadmaps align with evolving customer needs.
  • Coach BVAs to identify and address barriers to maturity, using RARE and Success Plan methodologies to guide customers toward outcome realization.
  • Integrate advisory-led engagements into Renewal Journeys and KPI milestones (e.g., Core Security Reviews, Service Health Reviews).
• Forecasting & Insights
  • Own and report on expansion forecasting and pipeline influence using Salesforce, ChurnZero, and PowerBI dashboards.
  • Lead monthly review of BVA-influenced growth pipeline, verified outcome attribution, and engagement effectiveness.
  • Ensure accurate alignment with the GKG forecast; proactively identify expansion paths for customers in Concerned, Serious, or ICU risk stages.
• Team Development & Coaching
  • Provide 1:1 coaching, performance feedback, and professional development for BVAs, including strategic roadmap facilitation, executive communication, and service alignment.
  • Drive consistency and quality in TBP delivery, documentation, and success plan linkage across the team.
  • Align methods and messaging to Customer Success training programs (e.g., CSM Academy), the Digital Core, and customer journey frameworks.
• Collaboration & Strategic Alignment
  • Act as the executive liaison between BVAs and Sales, Engineering, and Service Delivery to ensure alignment of opportunities, fulfillment, and account strategy.
  • Lead strategic planning workshops and quarterly syncs with Customer Success, Product, and Portfolio teams to share insights from the field.
  • Surface recurring themes and unmet needs discovered during TBPs to inform service innovation, pricing, and product roadmap development.

• Bachelor's degree required; advanced degree in Business or Technology preferred
• 10+ years in Customer Success, Account Management, or IT Consulting roles
• 5+ years in leadership roles overseeing strategic engagement or customer expansion
• Prior experience delivering executive-level strategy sessions or roadmaps
• Experience in Managed IT Services, vCIO, or strategic advisory capacity strongly preferred

• Expertise in account growth, strategic planning, and customer lifecycle engagement
• Deep understanding of recurring revenue models, managed services, and advisory delivery
• Strong leadership skills, with experience managing distributed, consultative teams
• Excellent executive communication, influence, and stakeholder alignment abilities
• Familiarity with Digital Transformation frameworks, IT maturity models, and the service value chain
• Proven track record of expansion pipeline influence and successful project realization
• Technical fluency in cloud, cybersecurity, end-user computing, and IT infrastructure topics
• CRM (Salesforce) and Customer Success platform (ChurnZero) proficiency