Mission Success Manager
Second Front Systems is looking for a customer-focused, mission-driven, high-agency Mission Success Manager to strengthen our Mission Success team.
Operating at the frontline of the Second Front customer journey, you will be responsible for your customers' success, guiding their experience from the moment they sign with Second Front, through kickoff, implementation, authorization, steady-state support, and renewal.
You will serve as the dedicated primary point of contact for a portfolio of commercial customers deploying on Game Warden, and the daily connective tissue between customers, engineering, security, and product, ensuring that your customers achieve authorization, and secure deployment of their SaaS solutions.
As a key partner to essentially every function within the Second Front ecosystem, you will be the core connective tissue between those teams and our customers, serving as not just critical link to them but also to the missions that our customers support.
Note: Candidates must reside in one of our approved hiring hubs:
- DC/Maryland/Virginia
- Raleigh/Durham/Chapel Hill, NC
- Denver/Colorado Springs, CO
- Dallas/Fort Worth, TX
What You'll Do
- Build deep relationships with customer technical and executive teams.
- Lead customer kickoffs, onboarding, regular syncs, and Quarterly Business Reviews.
- Own high-severity technical escalations. Coordinate cross-functional resolution with support and engineering teams.
- Navigate customers through technical implementation, the Authority to Operate / FedRAMP compliance processes.
- Own renewal and upsell opportunities to secure contract expansion and revenue retention.
- Synchronize feedback from deployed customers into product roadmap recommendations.
What You Bring
- 5+ years in customer/mission success, technical delivery, or related role, preferably supporting PaaS or cloud infrastructure in government contracts.
- Direct experience working in or supporting Department of War (DoW) missions or...