second-front-systems - VP of Customer Support and Implementations
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. • Direct experience supporting DoD, IC, or federal civilian customers in a SaaS/PaaS context, ideally at classified or high-baseline authorization levels. • Exposure to FedRAMP High, DoD IL5/IL6, or DISA-authorized environments — and the operational constraints that come with them. • Background in DevSecOps, platform engineering, site reliability, or managing teams with that technical profile. • Active security clearance or prior cleared work experience. • Experience with tooling including Jira, GitLab, PagerDuty, and GitOps-based incident workflows. • Prior experience integrating historically separate support and implementations functions into a unified post-sale organization. • The base salary for this position will fall between $240,000- $280,000 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: • Viewing obstacles as opportunities for growth • Having a bias toward action and tangible, measurable results • Striving to be both compassionate and direct with your feedback • Being team-oriented and inclusive with your action
Benefits
• $240K – $280K • Offers Equity • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Washington, DC / Maryland / Virginia (DMV area) • Raleigh / Durham / Chapel Hill, North Carolina • Denver / Colorado Springs, Colorado • Dallas / Fort Worth, Texas • Another location- please share below. • Please share if you are not in one of the 4 hubs listed above. • Any additional information • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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