An opportunity has emerged in our network for a Director of Customer Success (Expansion Team) at All Covered, the IT Managed Services Division of Konica Minolta Business Solutions. This leader is responsible for driving strategic customer growth initiatives across the Enterprise and Key customer segments nationwide.

This is a full-time, remote position, with key locations listed including Boston, Chicago, Atlanta, New York, Tampa, and Baltimore.

Role Summary and Commercial Mandate

This Director leads a national team of Business Value Advisors (BVAs) and is fundamentally accountable for increasing revenue and expanding strategic service adoption within the existing customer base. The core focus is the execution and scaling of the Expansion Journey and the Technology Business Plan (TBP) process.

Key Performance Areas

• Growth Accountability: Accountable for achieving assigned team targets for strategic bookings across Monthly Recurring Revenue (MRR), Non-Recurring Revenue (NRR), and Technology Procurement Services (TPS).
• Expansion Strategy Execution: Own and scale the Expansion Journey and ensure BVA-led Technology Business Plans (TBPs) deliver measurable, verified customer outcomes that align with the Digital Core and the Horizon Maturity Path.
• Pipeline & Forecasting: Drive accurate tracking and attribution of influenced MRR, NRR, and TPS opportunities. Own and report on expansion forecasting using Salesforce, ChurnZero, and PowerBI.
• Team Leadership: Lead, coach, and develop the BVA team with a focus on executive engagement, advisory delivery consistency, and maturity progression.
• Cross-Functional Alignment: Partner with Sales, Service Delivery, and Product to ensure advisory-led growth and strategic success plans are fully integrated and new service insights are surfaced. The role directly contributes to core Customer Success KPIs through the RARE framework (Retention, Adoption, Renewal, and Expansion).

Required Experience and Expertise

The ideal candidate is a seasoned leader with deep experience in managed IT services, strategic advisory, and commercial accountability for customer expansion.

• Experience: 10+ years in Customer Success, Account Management, or IT Consulting roles, with at least 5 years in leadership roles overseeing strategic engagement or customer expansion.
• Domain Expertise: Prior experience in Managed IT Services, vCIO, or strategic advisory capacity strongly preferred. Must have a deep understanding of recurring revenue models, managed services, and advisory delivery.
• Advisory Skills: Proven experience delivering executive-level strategy sessions or roadmaps. Expertise in account growth, strategic planning, and customer lifecycle engagement.
• Technical Fluency: Technical fluency in cloud, cybersecurity, end-user computing, and IT infrastructure topics.
• Systems Proficiency: Familiarity with Digital Transformation frameworks, IT maturity models, and the service value chain. Proficiency in CRM (Salesforce) and Customer Success platform (ChurnZero) is required.
• Soft Skills: Strong leadership skills, excellent executive communication, influence, and stakeholder alignment abilities, with experience managing distributed, consultative teams.