Director, Commercial Mission Success

Second Front Systems, Inc.; Washington (District of Columbia); Hybrid; USD 170,000 - 195,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Equity plan

Home office stipend

Professional development

Flexible PTO

Parental leave

Remote work options

Referral bonus

Job summary

Second Front Systems is seeking a Director of Commercial Mission Success to lead and scale our team delivering end-to-end customer experience across the Game Warden portfolio. You will hire, coach, and develop Mission Success Managers, define playbooks, and own key health metrics.

Collaborate with Sales, Engineering, Security, Product, and Finance to ensure customer authorization and deployment of SaaS solutions, while the voice of the customer informs product and growth.

Qualifications

• 10+ years of leadership experience in customer/mission success or technical delivery in cloud infrastructure or PaaS/SaaS.
• Direct experience with DoW or Federal Civilian agencies.
• Proven track record owning retention and expansion outcomes, including renewal forecasting.
• Working knowledge of Authority to Operate (ATO) or FedRAMP.
• Understanding of IaaS, PaaS, and SaaS delivery models.
• Executive presence managing complex gov't stakeholders.
• Experience designing and scaling customer success processes.

Responsibilities

• Lead, hire, coach, and develop a team of Mission Success Managers with clear career paths.
• Own Commercial Mission Success strategy, segmentation, and capacity planning.
• Define customer health metrics and report to executives.
• Create scalable playbooks for onboarding, ATO/FedRAMP navigation, renewals.
• Build relationships with customer leadership as sponsor.
• Act as escalation point for high-severity issues with cross-functional resolution.
• Partner with Sales and Finance on renewal forecast and expansion strategy.
• Drive tooling maturity across Salesforce, Jira, and health systems.

Skills

Leadership

Customer success

PaaS/SaaS delivery

Government contracts

ATO/FedRAMP

Executive presence

Stakeholder management

Tools

Salesforce

Jira

Job description

• Raleigh/Durham/Chapel Hill, NC

Second Front Systems is looking for a customer-obsessed, mission-driven, high-agency Director of Commercial Mission Success to lead and scale our Commercial Mission Success organization.

As the leader of the team at the frontline of the Second Front customer journey, you will own the end-to-end customer experience across our Game Warden portfolio, from contract signature through kickoff, implementation, authorization, steady-state support, and renewal. You will build and develop a high-performing team of Mission Success Managers, define the playbooks and metrics that drive customer outcomes, and serve as the first point of escalation for our accounts.

As a senior leader who partners with nearly every function at Second Front, including Sales, Engineering, Security, Product, and Finance, you will ensure that customers achieve authorization and secure deployment of their SaaS solutions, and that the voice of the customer, and the missions they support, shapes how we build and grow.

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

• Lead, hire, coach, and develop a team of Mission Success Managers, setting clear expectations, portfolio assignments, and career growth paths.
• Own Commercial Mission Success strategy and operating model, including customer segmentation, coverage models, and team capacity planning as the business scales.
• Define and own key customer health and retention metrics (e.g., gross and net revenue retention, time-to-ATO, customer health scores, CSAT/NPS) and report on them to executive leadership.
• Build repeatable, scalable playbooks for kickoff, onboarding, implementation, ATO/FedRAMP navigation, QBRs, and renewals.
• Serve as a critical sponsor for customers, building trusted relationships with customer leadership.
• Act as the senior escalation point for high-severity customer issues, driving cross-functional resolution with Support, Engineering, and Security leadership.
• Partner with Sales and Finance to own the renewal forecast and drive expansion and upsell strategy across the portfolio.
• Drive tooling and process maturity across Salesforce, Jira, and customer health systems to improve visibility and operational rigor.

What You Bring

• 10+ years of leadership experience, building and managing teams, preferably in customer/mission success, or technical delivery supporting PaaS or 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 the 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 an IaaS, PaaS, or SaaS environment.
• Experience scaling a team or function in a fast-paced, high-growth startup environment.
• Experience with customer success platforms alongside Salesforce and Jira.
• Active security clearance or eligibility to obtain one.

The base salary for this position will fall between $170,000 and $195,000. Your ultimate compensation will be determined by professional background, technical proficiency, seniority, and regional cost factors. Furthermore, this opportunity includes potential eligibility for equity awards and discretionary bonuses, rounding out a comprehensive total rewards offering.

Success at 2F Looks Like

• A proactive and solutions oriented mindset
• Viewing obstacles as opportunities for growth
• Having a bias toward action and tangible, measurable results
• Being team-oriented with a focus on personal responsibility and autonomy

Perks & Benefits

This role is a full time position. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.

Perks of Joining Our Team

• Competitive salary
• 100% employer-paid medical, dental, and vision coverage for you and your dependents
• 401(k) with a 3% company contribution
• Comprehensive wellness benefits, including a One Medical membership, mental health resources, family planning support, and more
• Equity incentive plan
• New hire technology and home office stipend
• Annual professional development stipend
• Flexible paid time off, plus all federal holidays
• Generous parental leave
• Flexible remote work opportunities
• Employee referral bonus program

Who We Are

Second Front Systems (2F) is a public-benefit software company powering software for the free world. We eliminate the friction that slows innovation, enabling faster, more secure development and deployment of software across government and regulated networks. Built by national security veterans and backed by top-tier venture capital, our platform is trusted by the world’s leading organizations to cut deployment timelines from years to weeks. We move fast, solve hard problems, and deliver trusted capabilities where they’re needed most. Our work strengthens global security and gives the United States and its allies a lasting competitive advantage. Learn more at secondfront.com.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

State notices

Colorado: In accordance with Colorado law, applicants may redact their date of birth, dates of attendance, and dates of graduation from any uploaded documents.

Maryland: Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment, or continued employment, that an individual submit to or take a polygraph examination or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.

Compensation Range: $170K - $195K