Mission Success Manager
New
S
Second Front SystemsDefense Software
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, TXFull-TimeMiddle
Salary125,000 - 165,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SalesforceCustomer SuccessGitLab
Requirements
- 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.
- Familiarity with government and Department of Defense (DoD) environments is highly desirable.
- Ability to navigate and collaborate within a fast-paced, scaling startup environment.
- Previous start up experience.
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.
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