Second-Front-Systems - Director, Commercial Mission Success
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. • Experience leading customer success teams in an IaaS, PaaS, or SaaS environment. • Experience scaling a team or function in a fast-paced, high-growth startup environment. • Experience with customer success platforms alongside Salesforce and Jira. • Active security clearance or eligibility to obtain one. • The base salary for this position will fall between $170,000 and $195,000. Your ultimate compensation will be determined by professional background, technical proficiency, seniority, and regional cost factors. Furthermore, this opportunity includes potential eligibility for equity awards and discretionary bonuses, rounding out a comprehensive total rewards offering. • Success at 2F Looks Like: • A proactive and solutions oriented mindset • Viewing obstacles as opportunities for growth • Having a bias toward action and tangible, measurable results • Being team-oriented with a focus on personal responsibility and autonomy
Responsibilities
• Lead, hire, coach, and develop a team of Mission Success Managers, setting 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 as the business scales. • Define and own key customer health and retention metrics (e.g., gross and net revenue retention, time-to-ATO, customer health scores, CSAT/NPS) and report on them to executive leadership. • Build repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals. • Serve as a critical sponsor for customers, building trusted relationships with customer leadership. • Act as the senior escalation point for high-severity customer issues, driving 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 across the portfolio. • Drive tooling and process maturity across Salesforce, Jira, and customer health systems to improve visibility and operational rigor.
Benefits
• This role is a full time position. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace. • 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 • Visit our careers page to learn more.
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