Director, Mission Success & Customer Growth (Remote)

OpenKrill; United States; On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

100% employer-paid medical, dental, &-

401(k) with company contribution

Wellness benefits & One Medical

Equity incentive plan

Tech/home office stipend

Professional development stipend

Flexible PTO & federal holidays

Parental leave

Flexible remote work opportunities

Job summary

Second Front Systems is seeking a Director of Commercial Mission Success to lead and scale our Commercial Mission Success organization, owning the end-to-end customer experience across the Game Warden portfolio from contract signature through renewal.

You will build and develop a high-performing team of Mission Success Managers, define playbooks and metrics, and partner with Sales, Engineering, Product, and Finance to ensure successful authorization and deployment while driving retention and

Qualifications

• 10+ years of leadership experience in customer/mission success or technical delivery.
• Direct experience with DoW or Federal Civilian agencies.
• Proven retention and expansion forecasting and targets.
• Understanding of ATO, FedRAMP, or equivalent compliance.
• Knowledge of IaaS, PaaS, SaaS delivery models.
• Executive presence and senior stakeholder management.
• Experience designing scalable customer success processes and playbooks.

Responsibilities

• Lead, hire, coach, and develop Mission Success Managers with clear growth paths.
• Own strategy, segmentation, coverage models, and capacity planning for the portfolio.
• Define customer health and retention metrics and report to executives.
• Build scalable playbooks for kickoff, onboarding, ATO/FedRAMP, QBRs, and renewals.
• Serve as sponsor building trusted relationships with customer leadership.
• Escalation point for high-severity issues, driving cross-functional resolution.
• Collaborate with Sales and Finance on renewal forecasts and expansion strategies.
• Improve visibility with Salesforce, Jira, and health systems.

Skills

Leadership

Customer success

DoW/DoF familiarity

Retention & expansion

ATO/FedRAMP knowledge

IaaS/PaaS/SaaS delivery

Executive presence

Cross-functional collaboration

Playbooks & metrics

Sales collaboration

Tools

Salesforce

Jira

Job description

Second Front Systems is seeking a Director of Commercial Mission Success to lead and scale our Commercial Mission Success organization, owning the end-to-end customer experience across the Game Warden portfolio from contract signature through renewal.

You will build and develop a high-performing team of Mission Success Managers, define playbooks and metrics, and partner with Sales, Engineering, Product, and Finance to ensure successful authorization and deployment while driving retention and