Director, Commercial Mission Success

🔥 4 minutes ago

⛰️ Colorado, North Carolina, +3 more states – Remote

⛰️ Colorado – Remote 🌲 North Carolina – Remote 🦀 Maryland – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $170k - $195k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 9%

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Second Front Systems

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🎖️ Defense

🏛️ Government

SaaS • Defense • Government

Second Front Systems is a public-benefit, venture-backed company that provides mission-critical software solutions primarily to democracies around the world. Their product suite, which includes the 2F Suite, 2F Workshop, 2F Game Warden, and 2F Frontier, simplifies and accelerates the software development and delivery process. The company is trusted by leading software providers and government agencies for its secure DevSecOps solutions, enabling secure software deployment on classified and unclassified networks. Their offerings include tools for secure development, software accreditation, government cloud hosting, and edge deployment, particularly focused on supporting government and defense sectors. Second Front Systems collaborates with partners to make emerging technologies more accessible, accelerating the accreditation and compliance processes and offering solutions that can operate in remote or disconnected environments, such as drones and vehicles.

📋 Description

• Lead, hire, coach, and develop a team of Mission Success Managers • Set clear expectations, portfolio assignments, and career growth paths • Own Commercial Mission Success strategy and operating model, including customer segmentation, coverage models, and team capacity planning • Define and own customer health and retention metrics, including gross and net revenue retention, time-to-ATO, customer health scores, and CSAT/NPS • Report customer metrics to executive leadership • Build repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals • Serve as a critical sponsor for customers and build trusted relationships with customer leadership • Act as the senior escalation point for high-severity customer issues • Drive cross-functional resolution with Support, Engineering, and Security leadership • Partner with Sales and Finance to own the renewal forecast and drive expansion and upsell strategy • Drive tooling and process maturity across Salesforce, Jira, and customer health systems • Ensure customers achieve authorization and secure deployment of their SaaS solutions • Represent the voice of the customer and the missions they support in company building and growth

🎯 Requirements

• 10+ years of leadership experience, building and managing teams, preferably in customer/mission success, or technical delivery supporting PaaS or cloud infrastructure in government contracts • Direct experience working in or supporting the Department of War (DoW) or Federal Civilian agencies • Proven track record owning retention and expansion outcomes, including renewal forecasting and revenue targets • Working knowledge of Authority to Operate (ATO), FedRAMP, or equivalent compliance frameworks • Strong understanding of IaaS, PaaS, and/or SaaS delivery models • Executive presence and the ability to manage complex relationships across technical, non-technical, and senior government stakeholders • Experience designing and scaling customer success processes, metrics, and playbooks • Preferred: Experience leading customer success teams in an IaaS, PaaS, or SaaS environment • Preferred: Experience scaling a team or function in a fast-paced, high-growth startup environment • Preferred: Experience with customer success platforms alongside Salesforce and Jira • Active security clearance or eligibility to obtain one • Candidates must reside in one of the approved hiring hubs: DC/Maryland/Virginia; Raleigh/Durham/Chapel Hill, NC; Denver/Colorado Springs, CO; or Dallas/Fort Worth, TX • U.S. citizenship required by the application form

🏖️ Benefits

• Potential eligibility for equity awards • Discretionary bonuses • 100% employer-paid medical, dental, and vision coverage for you and your dependents • 401(k) with a 3% company contribution • Comprehensive wellness benefits, including a One Medical membership, mental health resources, family planning support, and more • Equity incentive plan • New hire technology and home office stipend • Annual professional development stipend • Flexible paid time off, plus all federal holidays • Generous parental leave • Flexible remote work opportunities • Employee referral bonus program