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Salary: USD 170,000 - 195,000 / annual
Second Front Systems is seeking a Director of Commercial Mission Success to lead and scale the customer success organization supporting their Game Warden SaaS portfolio. This is a people-management role leading a team of Mission Success Managers, with responsibility for the complete customer lifecycle from contract signature through implementation, authorization, steady-state support, and renewal.
Key Responsibilities:
- Build, hire, coach, and develop a high-performing team of Mission Success Managers with clear expectations, portfolio assignments, and career development paths
- Own the Commercial Mission Success strategy and operating model, including customer segmentation, coverage models, and capacity planning as the business scales
- Define and track key customer health and retention metrics (gross/net revenue retention, time-to-ATO, customer health scores, CSAT/NPS) and report to executive leadership
- Create repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals
- Build trusted relationships with customer leadership and serve as a critical sponsor for accounts
- Act as senior escalation point for high-severity customer issues, driving cross-functional resolution with Support, Engineering, and Security
- Partner with Sales and Finance on renewal forecasting and expansion/upsell strategy
- Drive tooling and process maturity across Salesforce, Jira, and customer health systems
The role partners closely with Sales, Engineering, Security, Product, and Finance to ensure customers achieve authorization and secure deployment of SaaS solutions, and to ensure customer voice shapes product development and growth strategy.
Second Front Systems is a public-benefit software company backed by top-tier venture capital, focused on eliminating friction in software development and deployment across government and regulated networks. The company is built by national security veterans and trusted by leading organizations to cut deployment timelines from years to weeks.
Requirements:
- 10+ years of leadership experience building and managing teams, preferably in customer/mission success or technical delivery supporting PaaS/cloud infrastructure in government contracts
- Direct experience working in or supporting the Department of War (DoW) or Federal Civilian agencies
- Proven track record owning retention and expansion outcomes, including renewal forecasting and revenue targets
- Working knowledge of Authority to Operate (ATO), FedRAMP, or equivalent compliance frameworks
- Strong understanding of IaaS, PaaS, and/or SaaS delivery models
- Executive presence and ability to manage complex relationships across technical, non-technical, and senior government stakeholders
- Experience designing and scaling customer success processes, metrics, and playbooks
Preferred:
- Experience leading customer success teams in IaaS, PaaS, or SaaS environments
- Experience scaling a team or function in a fast-paced, high-growth startup
- Experience with customer success platforms alongside Salesforce and Jira
- Active security clearance or eligibility to obtain one
