Ethos - Senior Mission Success Manager -- Navy Accounts
Requirements
• Up to 30% travel • 5+ years of experience in Customer Success, account management, or solutions engineering in a SaaS environment • Proven track record owning enterprise SaaS implementations, renewals, and expansions for a portfolio of strategic accounts • Experience working for or with the DoW, including navigating command hierarchy and multiple levels of stakeholders • Must be authorized to work in the U.S. as a U.S. citizen • Strong communication skills and technical aptitude, with a track record of creating and delivering presentations to senior DoW stakeholders • Fresh ideas on user adoption and churn mitigation, backed by results • Experience analyzing data, trends, and client information to identify product/service growth opportunities • Experience with and/or proven passion for learning and educational software • Incredibly organized, proactive, and impeccable attention to detail • A self-starter who takes the initiative to get things done • Strong navigation and operation of Microsoft Office suite/Google tools • BS/BA degree from a 4-year college or university • Active or former security clearance • Experience working with DevSecOps partners and deploying software in secure or classified DoW environments • Experience mentoring or coaching Customer Success or Mission Success team members • Compensation & BenefitsCompetitive base salary based on location and experience with significant equity upside
Responsibilities
• Own post-sale success across your portfolio, serving as the primary point of contact and ensuring customers achieve measurable readiness outcomes through use-case discovery, implementation, training, and support. • Build and maintain executive-level relationships with leaders across fleet commands, TYCOMs, and program offices, and speak credibly about how secure, compliant capabilities give service members back time and bandwidth. • Maintain a deep understanding of the command hierarchy of the military branches and the needs, opportunities, and challenges specific to the DoW, using it to advance adoption and surface new, high-value use cases. • Act as a trusted advisor to customer leadership, delivering best practices, guidance, and strategic recommendations that align with their readiness goals. • Develop joint success plans and change management strategies with customers to drive adoption of high-value use cases across enterprise rollouts. • Lead data-driven quarterly and executive business reviews for senior DoW stakeholders, demonstrating how our platform optimizes human performance and directly contributes to mission outcomes. • Analyze customer engagement, platform usage, and readiness data to identify gaps, quantify ROI, and share success stories across teams to scale impact. • Monitor account health, identify churn risk early, and lead the mitigation plans that eliminate it. • Own the renewal strategy for your portfolio and partner with Sales to identify and close expansion opportunities based on readiness gaps, usage patterns, and success plan objectives. • Partner with Sales and our content development services team to make Ethos a core part of each customer's training strategy. • Work closely with Product, Engineering, and Customer Support to track product releases and paths to deployment across commercial and classified networks. • Advocate for customers internally by leading cross-functional teams and projects to resolve readiness challenges and feed customer insight into the product roadmap. • Mentor Mission Success Managers and help build the playbooks, processes, and best practices our team uses to scale. • Prioritize and drive timely resolution of customer escalations, with the understanding that every interaction affects mission-critical readiness.
Benefits
• Base salary range $100,000-$150,000 + variable compensation. Salary and title will be determined based on total experience. • Subsidized health insurance, 401(k), life insurance, and a cell phone stipend
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT