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Second Front · 5 months ago

Senior Mission Success Manager

United States

Full-time

Remote

Mid, Senior Level

$125K/yr - $165K/yr

5+ years exp

Second Front Systems (2F) is a dynamic, fast-growing entrepreneurial company focused on national security and technology solutions. They are seeking a Senior Mission Success Manager to drive customer experience and ensure successful deployment of their Game Warden platform, which supports secure adoption of SaaS solutions for the U.S. government.

Information TechnologyNational SecuritySaaSSecuritySoftware

No H1B

U.S. Citizen Only

Responsibilities

Serve as the primary point of contact for customers, fostering strong relationships with government end users and commercial clients

Conduct regular Quarterly Business Reviews (QBRs) to communicate progress, gather feedback, and ensure alignment with customer goals

Responsible for renewals, upsells, and cross sells

Partner closely with engineering and product teams to ensure timely and successful delivery of technical solutions

Translate customer needs into actionable requirements, ensuring seamless integration and deployment of our PaaS solutions

Guide customers through the Authority to Operate (ATO) compliance process, ensuring they meet necessary security and regulatory standards

Stay up-to-date on compliance trends, government requirements, and cloud security best practices to support customer success

Serve as a trusted technical advisor, helping customers optimize their use of our platform

Advocate for customers by sharing feedback and insights to inform product development and enhancements

Monitor customer success metrics, including adoption rates, satisfaction scores, and retention, to identify opportunities for improvement

Develop and execute strategies to improve customer outcomes and increase platform utilization

Qualification

Customer success managementTechnical deliveryATO compliance processPaaS solutionsCloud security best practicesSalesforce CRMGitLabGovernment environmentsStartup experienceExceptional communicationOrganizational skillsProblem-solving skills

Required

U.S. citizenship due to government contract requirements

Candidates must reside in one of the approved hiring hubs: DC/Maryland/Virginia, Raleigh/Durham/Chapel Hill, NC, Denver/Colorado Springs, CO, Dallas/Fort Worth, TX

5+ years of experience in customer success, technical delivery, or a related role, preferably in the PaaS or cloud infrastructure space

Strong understanding of government end-user environments and the ATO compliance process

Proven experience managing customer relationships and delivering enterprise solutions in high-stakes environments

Exceptional communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders

Proactive, self-starter mindset with strong organizational and problem-solving skills

Experience working with tools like GitLab for ticketing and collaboration, as well as Salesforce for CRM management

Ability to navigate and collaborate within a fast-paced, scaling startup environment