Director, Commercial Mission Success
New
J
JobgetherSecure software
Ability to work remotely from an approved hiring location within the United StatesFull-TimeDirector
Salary$170,000–$195,000, depending on professional background, technical expertise, seniority, and geographic considerations. Additional compensation: Potential eligibility for discretionary bonuses and equity awards.
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Job Details
- Experience
- At least 10 years of leadership experience
- Required Skills
- SalesforceJiraCustomer SuccessSaaS
Requirements
- At least 10 years of leadership experience building and managing teams, preferably in customer success, mission success, or technical delivery.
- Direct experience working with or supporting the Department of War (DoW) or federal civilian agencies.
- Experience owning customer retention and expansion outcomes, including renewal forecasting, revenue targets, and strategic account growth.
- Working knowledge of ATO, FedRAMP, or equivalent security and compliance frameworks.
- Understanding of IaaS, PaaS, and/or SaaS delivery models and secure software deployment considerations.
- Experience designing and scaling customer success processes, operating models, performance metrics, and engagement playbooks.
- Ability to build trusted relationships with senior government stakeholders, customer executives, and technical and non-technical decision-makers.
- Ability to manage complex customer situations, resolve escalations, and coordinate cross-functional teams.
- Strategic planning, analytical, and organizational skills, including translating customer health and business performance data into decisions.
- Communication, negotiation, and stakeholder management skills, including presenting performance insights and risks.
- Ability to lead autonomously while fostering teamwork, professional development, and shared responsibility.
- Customer success team leadership in IaaS, PaaS, or SaaS environments is preferred.
- Experience scaling a customer-facing team or business function in a fast-growing startup is an advantage.
- Familiarity with customer success platforms, Salesforce, and Jira is preferred.
Responsibilities
- Lead, recruit, coach, and develop Mission Success Managers, setting portfolio assignments, performance standards, and career development pathways.
- Define the Commercial Mission Success strategy and operating model, including customer segmentation, account coverage, resource allocation, and capacity planning.
- Establish and report performance metrics including gross and net revenue retention, time to ATO, customer health, CSAT, and NPS.
- Develop customer success playbooks for kickoff, onboarding, implementation, security authorization, FedRAMP navigation, QBRs, and renewals.
- Build trusted relationships with customer executives and senior stakeholders, understanding their priorities, challenges, and mission requirements.
- Own the customer experience across implementation, secure deployment, adoption, operational support, and long-term customer value.
- Coordinate cross-functional responses to complex or high-severity customer escalations.
- Partner with Sales and Finance on renewal forecasts, expansion opportunities, upsell strategies, retention, and revenue growth.
- Improve use of Salesforce, Jira, and customer health platforms to strengthen reporting and execution.
- Communicate customer feedback and recurring challenges to cross-functional leaders and influence product and service improvements.
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