VP of Customer Support – Implementations

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⛰️ Colorado, District of Columbia, +4 more states – Remote

⛰️ Colorado – Remote 🏛️ District of Columbia – Remote 🌲 North Carolina – Remote 🦀 Maryland – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $240k - $280k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Second Front Systems

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏛️ 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

• Organizational Leadership • Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers. You manage managers — and you hold them accountable to outcomes, not just activity. • Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions. • Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization. • Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team. • Customer Support Strategy & Operations • Define and own the customer support strategy, operating model, SLAs, and service tiers for a customer base operating across government, IC, and DoD environments. • Build and maintain support infrastructure — tooling, workflows, escalation frameworks, and on-call rotation — that can operate effectively across classification levels and ATO-bounded environments. • Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT. Use data to drive decisions, not just describe them. • Own incident response coordination and ensure the team is always ready to respond to mission-critical issues with urgency and technical depth. • Partner closely with Mission Success, Engineering and Product to close the loop on customer-reported issues — driving root cause resolution, not just ticket closure. • Technical Implementations • Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments. • Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers (FedRAMP High, DoD IL4/IL5/IL6). • Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality. • Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments. • Executive Partnership • Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence, support trends, and implementation blockers into strategic recommendations for the CTO, Product, and GTM teams. • Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics. • Represent the customer support and implementations function in executive planning, roadmap prioritization, and resource allocation conversations.

🎯 Requirements

• 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership — including experience managing managers and senior ICs. • Proven track record of building and scaling post-sale organizations (support + implementations or equivalent) in a high-growth SaaS or PaaS environment. • Technically credible: you can engage in substantive conversations with engineers about Kubernetes cluster behavior, deployment pipelines, and platform architecture — and you can triage complex issues alongside your team when it matters. • Familiarity with government cloud environments: AWS GovCloud, Azure Government, or GCP — and an understanding of the operational constraints unique to government customers (change control, ATO processes, classification levels). • Demonstrated ability to define and operate against rigorous SLAs in environments where uptime and reliability are mission-critical, not just commercial expectations. • Executive presence and communication skills: you can brief the CTO, a DoD program office, or a board on the state of the customer organization with equal fluency. • Data-driven operating style: you set targets, build dashboards, and make resource and process decisions grounded in evidence. • Proven ability to build cohesive, high-performing organizations through periods of growth and ambiguity — including inheriting existing teams and elevating them.

🏖️ Benefits

• Competitive Salary • 100% Healthcare, vision and dental coverage • 401(k) + 3% company contribution • Additional benefit perks (One Medical membership, mental health resources and family planning assistance) • Equity incentive plan • Tech + office supplies stipend • Annual professional development stipend • Flexible paid time off + federal holidays off • Parental leave • Work virtually, near one of our hub locations • Referral Bonus