Director, Commercial Mission Success & Customer Growth

Second Front Systems; New York (NY); Remote; USD 170,000 - 195,000; Full time

Benefits offered by this job

Competitive salary

Employer-paid medical, dental, and vis

401(k) with 3% company contribution

Wellness benefits (One Medical etc)

Equity incentive plan

Home office stipend

Professional development stipend

Flexible PTO and federal holidays

Parental leave

Flexible remote work opportunities

Employee referral bonus program

Job summary

Second Front Systems is seeking a Director of Commercial Mission Success who is customer-obsessed and mission-driven to lead and scale our Commercial Mission Success organization.

You will own the end-to-end customer journey across the Game Warden portfolio, from contract signature through kickoff, implementation, authorization, steady-state support, and renewal, building a high-performing team and defining playbooks and metrics that drive outcomes.

Qualifications

• 10+ years of leadership experience in customer/mission success or technical delivery.
• Direct experience with DoW or Federal Civilian agencies.
• Proven retention and renewal forecasting success.
• Working knowledge of ATO and FedRAMP.
• Understanding of IaaS, PaaS, and SaaS delivery models.

Responsibilities

• Lead, hire, coach, and develop Mission Success Managers.
• Own strategy, operating model, and capacity planning as business scales.
• Define customer health metrics and report to executives.
• Build scalable playbooks for kickoff, onboarding, and renewals.
• Sponsorship of customer relationships and cross-functional escalation.

Skills

Leadership

DoD experience

Renewal forecasting

ATO/FedRAMP

IaaS/PaaS/SaaS

Executive presence

CS process design

Tools

Salesforce

Jira

Customer health systems

Job description

Second Front Systems is seeking a Director of Commercial Mission Success who is customer-obsessed and mission-driven to lead and scale our Commercial Mission Success organization.

You will own the end-to-end customer journey across the Game Warden portfolio, from contract signature through kickoff, implementation, authorization, steady-state support, and renewal, building a high-performing team and defining playbooks and metrics that drive outcomes.