Job Details

At On Call Computer Solutions, our Customer Success Manager plays a critical role in the sales process, guiding clients through the final stages of their compliance journey, working with our compliance team to close recurring-revenue sales, and more! This position is designed for someone who enjoys building trusted relationships, driving progress, and ensuring customers feel supported, confident, and prepared as they move from assessment into execution.

This is not a high-pressure sales position, but it does include light consultative engagement, helping clients recognize the value of recommended remediation efforts and supporting them in moving forward with confidence. the role will also focus on light project management, so lean six sigma yellow belt or equivalent is a must, preferably green!

Client Transition & Relationship Ownership

• Serve as the primary transition point of contact for clients following CMMC and NIST SP 800-171 assessments
• Conduct a professional "warm handshake" at the end of a consultation to ensure clients understand findings, next steps, and priorities
• Build strong, trust-based relationships with stakeholders who rely on On Call as a long-term partner

• Help clients move from assessment results into a structured remediation roadmap
• Ensure compliance-related opportunities don't stall after discovery by keeping momentum strong
• Translate technical and compliance needs into clear, client-friendly action steps

• Coordinate remediation kickoff meetings, planning sessions, and milestone check-ins
• Track action items, responsibilities, and timelines to ensure forward progress
• Collaborate with compliance personnel, engineers, and leadership to align delivery efforts
• Maintain organized documentation of client progress, next steps, and outstanding needs

• Maintain a consistent cadence of communication so clients stay engaged and supported
• Identify early warning signs of disengagement or delay and proactively escalate when needed
• Help clients gather required evidence, documentation, and policy components for audit readiness

• Take compliance findings identified by our consultants and help package them into actionable service phases
• Support internal teams by organizing remediation needs into clear scopes for quoting and execution
• Remove the burden of "sales-style follow-up" from compliance personnel while ensuring clients receive excellent guidance

• Perform checklist-based reviews of client experience following a consultation
• Assist in Q & A with internal subject matter experts from clients regarding their total experience
• Help clients feel confident and prepared as they move toward certification and long-term compliance sustainability

• Conduct client success check-ins at key milestones to ensure an exceptional experience
• Improve retention by helping customers adopt solutions that strengthen long-term security and compliance
• Act as a trusted advisor focused on outcomes, not transactions

• Contribute to the development of repeatable client success workflows and compliance delivery playbooks
• Help On Call improve efficiency, consistency, and client experience as our compliance practice grows
• Bring an organized, proactive mindset to everything from client onboarding to audit readiness tracking

• Enjoys building trusted client relationships and guiding organizations through the next steps of their compliance and cybersecurity journey
• Is highly organized, proactive, and comfortable coordinating timelines, action items, and remediation milestones across multiple stakeholders
• Holds (or is willing to obtain) a Lean Six Sigma Yellow Belt or higher, with a mindset for quality, consistency, and continuous improvement
• Bring experience or certification in light project management (such as CAPM, PMP, or similar project coordination credentials) to help drive structured execution
• Communicates clearly between technical teams and business leaders, helping clients translate assessment findings into actionable progress and long-term success