VP of Customer Support and Implementations
New
S
Second Front SystemsNational Security Tech
Candidates must reside in one of our approved hiring hubsFull-TimeVp
Salary$240K - $280K; $240K – $280K • Offers Equity • Offers Bonus
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Job Details
- Experience
- 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership
- Required Skills
- GCPKubernetesJiraSaaSGitLab
Requirements
- 12+ years of experience in technical customer support, customer success, or professional services.
- 7+ years in people leadership, including experience managing managers and senior individual contributors.
- Proven track record of building and scaling post-sale organizations in a high-growth SaaS or PaaS environment.
- Technical fluency in Kubernetes cluster behavior, deployment pipelines, and platform architecture.
- Experience with government cloud environments (AWS GovCloud, Azure Government, or GCP).
- Demonstrated ability to define and operate against rigorous SLAs in mission-critical environments.
- Executive presence and ability to communicate technical status to board or leadership levels.
- Data-driven operating style with experience setting targets and building dashboards.
- Ability to obtain and maintain a DoD Top Secret / SCI eligible security clearance.
- U.S. citizenship required.
Responsibilities
- Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers.
- Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions.
- Drive a culture of technical excellence, mission focus, accountability, and continuous improvement.
- Define and own the customer support strategy, operating model, SLAs, and service tiers for government and DoD environments.
- Build and maintain support infrastructure, including tooling, workflows, escalation frameworks, and on-call rotations.
- Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, and CSAT.
- Own end-to-end technical implementation strategy, execution, and quality assurance for new customer onboarding.
- Serve as the senior voice of the customer to CTO, Product, and GTM teams.
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